Amy Rosenfeld
Senior Analyst | Customer Experience | Voice of the Customer, Qualitative Research, Quantitative Research, Survey Design, Data Analysis, Storytelling
- Role
- Senior Analyst, Enterprise Customer Experience at CVS Health
- Location
- Ashland, MA, US
- LinkedIn followers
- 500 followers
About Amy Rosenfeld
With over 20 years of experience in the market research field, I am a Senior Analyst who specializes in customer experience, quantitative research, qualitative research and data storytelling. I have worked on both the client and supplier side, conducting research for consumers and business-to-business clients across various industries, such as healthcare, retail, restaurant, technology, gaming, and sports.My core competencies include survey design and implementation, interviewing and moderating, analyzing and synthesizing data, and presenting and communicating results. I have a proven ability to multitask, solve complex challenges, and build relationships with senior management, outside vendors, and external clients. I am proficient in MS Office, SPSS, Medallia, and Alida platforms. My mission is to leverage customer insights to drive business decisions and support strategic and marketing goals.
Experience
Senior Analyst, Enterprise Customer Experience
Nov 2023 — Present · MA, US
Manage and execute Aetna’s CX measurement program. Collaborate with cross-functional teams including business partners, data scientists, vendor/platform consultants, and other customer experience professionals to facilitate a seamless workflow of Aetna’s relationship and transactional surveys. Responsible for reporting monthly trend analyses of Medicare, Commercial, and IFP members’ experiences and generate actionable insights to solve customer pain points and areas of friction. Utilize the Medallia CX platform for analysis of KPI’s, satisfaction measures and open-ended customer feedback to identify improvement opportunities.
Education
University at Buffalo
Master of Business Administration (M.B.A.), Marketing
University of Rochester
Bachelor of Science (B.S.), Optical Engineering
1985 — 1989
Skills
- Analytics
- Competitive Analysis
- Project Management
- Qualitative Research
- Focus Groups
- Spss
- Customer Service
- Customer Insight
- Product Management
- Market Research
- Data Analysis
- Product Development
- Analysis
- Quantitative Research
- Marketing Research
- Management
- Team Building
- Marketing Strategy
- Strategy
- Market Analysis
- Statistics
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