Job Description

McKesson requires new employees to be fully vaccinated for COVID-19 as defined by the CDC, subject to applicable, verified accommodation requests.

McKesson Corporation is a global leader in healthcare supply chain management solutions, retail pharmacy, community oncology and specialty care, and healthcare information solutions. McKesson partners with pharmaceutical manufacturers, providers, pharmacies, governments and other organizations in healthcare to help provide the right medicines, medical products and healthcare services to the right patients at the right time, safely and cost-effectively. United by our ICARE shared principles, our 78,000 employees work every day to innovate and deliver opportunities that make our customers and partners more successful - all for the better health of patients. McKesson has been named a "Most Admired Company" in the healthcare wholesaler category by FORTUNE, a "Best Place to Work" by the Human Rights Campaign Foundation, and a top military-friendly company by Military Friendly. For more information, visit

We take pride in our culture of connection and believe in a workplace where everyone can be their full, authentic self. We welcome and encourage veterans, individuals with disabilities and others with diverse perspectives to join our growing team. Your unique perspective and experience are valuable assets that can translate into a rewarding career path with us. Apply to join our team and help shape the future of healthcare!

This role is directly accountable for MMS's Customer Experience (CX) program analyses, reporting directly to the Director of Market Research.

At start, this role will manage reporting and analyzing for MMS's Net Promoter Score (NPS) program. This includes managing monthly standard slides, analyzing data for insights and implications, trend analysis and developing predictive models. There will be a component of supporting Enterprise-wide efforts in collaboration with the Dir of Market Research.

This role must be an SME who understands NPS with a proven analytical background and can build sophisticated, predictive models. Remote U.S. position.

Key Relationship

• Analyzes performance and future trends for ELT
• Partners with Market Strategy Team to understand drivers
• Delivers insights to inform Comment Management programs for:
• IT / Web Development
• Supply Chain/Operations
• Customer Service
• Product & Pricing Strategy
• Prioritized customer accounts

Key Stakeholders:

• Market Strategy leadership
• Strategy & Marketing leadership
• ELT
• Sales teams
• Finance / Billing
• Supply Chain / Operations
• MT / Supply Manager product teams
• PSSP
• Customer Service
• EOT enterprise NPS project team

Key Responsibilities:

• Supports MMS Net Promoter Score program; including monthly reporting, trend analysis, outlier identification and deep dive analysis, and delivers actionable insights and implications
• Supports internal investigations and Detractor Management programs with actionable verbatim coding and analysis
• Informs opportunities to expand Voice of the Customer (VOC) efforts' reach and efficiency through new technological and automation capabilities
• Informs CX efforts and assists with CX analytics
• Contributes and executes to the vision and the strategy for our CX programs
• Establishes predictive modeling to inform our financial, sales and marketing teams of risks & opportunities
• Establishes strong working partnership with Market Strategy & Intelligence teams to contextualize analyses
• Communicates insights and implications with incredible clarity and data
• Collaborates across Market Strategy & Analytics and the Strategy & Marketing organization to accomplish work

Key Skills & Experience

Minimum requirements:

• Degree or equivalent and typically requires 4+ years of relevant experience.

Critical Skills:

• NPS analysis
• Verbatim coding and analysis
• Detractor Management facilitation
• NPS predictive modeling
• Data analysis and modeling
• Data system integration for appending data
• Experience in Effort score and CSAT
• Cross functional collaboration
• Professional communication & stakeholder skills

Preferred Skills:

• Healthcare experience
• Experience with both intercept-based and phone-based NPS
• Experience with both transactional and relational NPS

Must be authorized to work in the US. Sponsorship is not available for this position.

McKesson is an Equal Opportunity/Affirmative Action employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.Qualified applicants will not be disqualified from consideration for employment based upon criminal history.

McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to . Resumes or CVs submitted to this email box will not be accepted.

Current employees must apply through the internal career site.

Join us at McKesson!