CX Research and Analytics

Job SummaryIn addition to the responsibilities listed below, this position is also responsible for designing human-centered research studies and designing and interpreting survey data under the guidance of more senior employees. This position is also responsible for assisting staff in coordinating projects with external suppliers; coordinating and supporting the facilitation of focus groups; keeping current on industry, standards, and regulatory/compliance issues within assigned areas; and providing education and consultation on these issues to customers. Essential ResponsibilitiesPursues self-development and effective relationships with others by proactively providing resources, information, advice, and expertise with coworkers and customers; influencing others through technical explanations and examples; providing occasional mentoring to team members; listening and responding to, seeking, and addressing performance feedback; creating plans to capitalize on strengths and develop weaknesses; anticipating and responding to the needs of others; and adapting to and learning from change, difficulties, and feedback.Completes work assignments by applying up-to-date expertise in subject area to generate creative solutions; ensuring all procedures and policies are followed; leveraging an understanding of data, and resources to support projects or initiatives; collaborating cross-functionally to solve business problems; identifying and monitoring priorities, deadlines, and expectations; communicating progress and information; identifying, recommending, and implementing ways to address improvement opportunities; and escalating issues or risks as appropriate.Supports and develops analytical and/or statistical models enabling informed business decisions by determining data and analytical requirements; creating models leading to actionable insights; and testing, refining, and validating models.Gathers data and information on targeted variables in an established systematic fashion by validating data sources; querying, merging, and extracting data across sources; completing routine data refresh and update; developing and/or delivering tools for electronic data collection; and providing user training, support, and documentation.Supports data analysis interpretation by applying findings to contextual settings under the guidance of more senior employees; and developing reports and presentations telling a compelling story to stakeholders to enable and influence decision making.Develops, implements, and automates business and reporting solutions by working with stakeholders in their design, planning, and implementation while ensuring consistency and coherency; summarizing data and results; creating summary statistics; organizing data reports, visualizations, and/or interactive Business Intelligence (BI) reports; identifying needs for the development and implementation of additional reporting solutions; and preparing documentation as appropriate.Prepares data for analytic efforts by consolidating data; reviewing data for quality and accuracy; profiling data inaccuracies; and cleaning and creating final data set(s) for analysis.Supports data-informed decisions by consulting with clients to identify and clarify key business needs; developing outcomes and process measures; translating business requirements; determining data/information needs and data collection methods; developing analysis plans; measuring the impact of business decisions on clients, customers, and/or members; working with clients and staff to identify opportunities and methods to improve efficiencies with analysis; supporting and training end-users; and documenting processes and deliverables.Supports the execution of creative data analytic approaches leading to actionable outcomes by identifying metrics to be analyzed; calculating algorithms; and conducting analyses under the guidance of more senior employees, including descriptive, correlational, inferential, and/or predictive statistics.
Job Qualifications Minimum Qualifications Minimum one (1) year experience in qualitative and quantitative customer, patient, market, or related research.Bachelor’s degree in mathematics, Statistics, Engineering, Social/Physical/Life Science, Business, or related field andMinimum three (3) years’ experience in data analytics or a directly related field.Additional equivalent work experience in a directly related field may be substituted for the degree requirement. Additional RequirementsAccredited Process Improvement Certification. One (1) year experience working with advanced statistical analysis such as selection bias, multicollinearity, and heteroscedasticity.Experience with Qualtrics, Press Ganey, or other survey platform.Experience in survey development and data collection. Experience designing and executing employee and consumer research using qualitative and quantitative methods (e.g., interviews, surveys, ethnography, observation), including managing participant recruitment, scheduling, and research workflows.Two (2) years’ experience working with SPSS (or equivalent tool)Two (2) years’ experience working with data visualization tools (e.g., Tableau, Power BI)Two (2) years complex event modeling experience.Two (2) years’ experience working with Open-Source Tools (e.g., R, Python). Two (2) years’ experience working with data extraction and manipulation language.Knowledge, Skills and Abilities (Core): Ambiguity/Uncertainty Management, Facilitation Skills, Attention to Detail, Health Care Industry, Business Knowledge, Influencing Others, Communication, Integrity, Critical Thinking, Learning Agility, Cross-Group Collaboration, Organizational Savvy, Decision Making, Problem Solving, Dependability, Short- and Long-term Learning & Recall, Diversity, Equity, and Inclusion Support, Teamwork, Drives Results, Topic-Specific Communication.Knowledge, Skills and Abilities (Functional): Applied Data Analysis, Product Development Life Cycle, Conflict Resolution, Project Management Tools, Financial Acumen, Quality Assurance Process, Managing Diverse Relationships, Risk Assessment, Negotiation, Service Focus.