Customer Experience Analyst

As a Customer Experience Analyst, you will be responsible for supporting IQVIA clients in maximizing the value of our data, solutions and services. Acting as a trusted point of contact, you will help ensure service excellence, client satisfaction and long-term relationships by coordinating deliverables, resolving client queries, supporting training activities and collaborating with internal teams to meet client needs.

Role & Responsibilities

·       Establish and maintain strong business relationships with pharmaceutical and healthcare clients, supporting their data and service needs

·       Serve as a key point of contact for clients using IQVIA data, software and services

·       Ensure fulfilment of contractual deliverables and ad-hoc client requests with timeliness and quality

·       Manage and coordinate client requests, queries and issue resolution, working closely with internal stakeholders

·       Coordinate the production and delivery of client outputs with offshore and local teams, ensuring effective communication and client satisfaction

·       Support client onboarding, training and adoption of IQVIA products, services and platforms

·       Help clients maximize the value obtained from IQVIA data and solutions through proactive guidance and support

·       Collaborate with Account Managers and other internal teams to ensure alignment on client priorities, activities and commercial opportunities

·       Conduct client service reviews and follow-up meetings to monitor service performance and client satisfaction

·       Conduct and support Service Review Meetings and client engagement activities to monitor service performance, enhance client satisfaction, drive value realization and foster long-term partnerships

·       Maintain a strong understanding of IQVIA data assets, solutions and services, including Pharmacy, Parapharmacy, Wholesalers, Hospital and Medical data sources

Skills & Experience Required

·       Bachelor's degree in Healthcare, Life Sciences, Market Research, Statistics, Data Science, Economics, Marketing or a related field

·       1-3 years of professional experience in client service, marketing, business intelligence, account management, market research, healthcare or a related field

·       Strong communication and relationship-building skills

·       Customer-oriented mindset with a proactive approach to problem solving

·       Analytical mindset and ability to interpret data to answer client business questions

·       Strong organizational and time management skills, with the ability to manage multiple priorities

·       Ability to collaborate effectively with cross-functional and geographically distributed teams

·       Proficiency in Microsoft Office applications, including Excel, PowerPoint and Outlook

·       Interest in and willingness to adopt emerging technologies, including Microsoft Copilot and other AI-powered productivity tools

·       Fluent in Portuguese and English, both written and spoken

Beneficial Skills & Experience

·       Knowledge of the pharmaceutical, healthcare or consumer health markets

·       Experience working with syndicated data, analytics or business intelligence solutions

·       Experience conducting client training sessions or presentations

·       Experience working with offshore or international teams

·       Familiarity with IQVIA solutions and platforms (e.g. FlexView, IAM, RxView)

·       Basic understanding of statistical analysis and data visualization

What We Offer

·       Comprehensive onboarding and training across IQVIA data assets, solutions and services

·       Continuous learning opportunities through LinkedIn Learning and internal development programmes

·       Exposure to leading pharmaceutical and healthcare companies

·       Collaborative and supportive team environment

·       Opportunities to work with Iberian and international stakeholders

·       Hybrid work model, combining home office, IQVIA office and face-to-face client interactions

·       Competitive salary and benefits package

Please submit your CVs in English

IQVIA is a leading global provider of clinical research services, commercial insights, and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com.

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.

At IQVIA, we believe that diversity, inclusion, and belonging empower our mission to accelerate innovation for a healthier world. We create a culture of belonging by valuing the perspectives of all talented employees worldwide and providing them with the opportunity to power smarter healthcare for everyone, everywhere. When our talented employees bring their authentic selves and their diverse experiences to work, they enable us to accomplish extraordinary things. Multifaceted thought processes spark innovation. Multi-talented collaboration harnesses innovation to deliver superior outcomes. Likewise, as part of this culture, IQVIA is committed to ensuring effective equality between women and men, integrating it as a strategic principle in its corporate and human resources policies.