• Assesses customer experience and makes recommendations to improve it (e.g., identifies breakdowns in internal processes and systems that directly impact customer service and retention)
• Effectively manages customer’s needs by probing deeper to more fully understand what’s going on with their business and how that impacts their relationship with Quintiles.
• Thinks through customer issues and raises questions (e.g., to clients or internally colleagues) to help determine solutions or makes things better for customers.