Manager of Consumer Research and Journey Analytics
4 weeks ago
This position is responsible for the day-to-day management of the System Administration & Engineering team which is made up of various admins/engineers supporting Windows, Linux and AIX environments.
- Schedule: Full Time
- Shift: Day Shift
- Level: 6+ years of experience
Find out what it takes to succeed as a Manager of Consumer Research and Journey Analytics:
- Analytical
- Adaptable
- Detail Oriented
- Collaborative
- Problem Solver
- Inventive
- Your Pay
A compensation program designed for fair and equitable pay. - Your Future
Secure your future with plans that also include an employer match. Plans and guidance for the future. - Your Wellness
Traditional healthcare benefits combined with progressive wellness programs to help you be your best self. - Your Joy
Special and unique benefits and programs ensuring a balanced life and a workplace culture built on trust.
Facility: VIRTUAL-GA
Job Summary:
The Manager of Consumer and Journey Analytics is accountable for informing system-wide initiatives to improve customer relations and brand loyalty. This role oversees the measurement of consumer touchpoints, pre-care, during, and aftercare. S/he will help the organization drive higher customer satisfaction (NPS, CSAT, etc.), customer retention, and new business growth. The ideal candidate is a journey management practitioner with a proven track in data management and direct-to-consumer industry experience. S/he has managed direct reports and has been involved with cross-functional teams.
Required Minimum Education:
- Bachelor's Degree, BS or BA Degree required. Graduate degree in health informatics, marketing, data management, business operations, or healthcare a plus. Required
- Minimum 5 years' experience with managing/analyzing data/metrics or journey management is required. Required
- Minimum 8 years of healthcare, patient experience or application management is strongly preferred. Required
- Minimum 2 years Hands-on experience with journey management tools (Miro, TheyDo, CSGI, Alida, Qualtrics, etc. Required
- Minimum 2 years Ability to leverage critical thinking in all aspects of work product design and delivery. Preferred
- Expertise in journey management, including mapping, prioritization, taxonomies, and personas creation.
- Strong analytical, prioritizing, planning, presentation, people management, and interpersonal relationship-building skills.
- Demonstrated strategic ability to plan, execute, and achieve performance metrics.
- Demonstrated understanding of emerging customer experience, multi and omnichannel interactions, and technology, including customer support technologies, feedback management, CRM, social media, chat, etc.
- Experience recommending and implementing creative solutions to increase NPS, customer satisfaction, retention, and online review scores.
- Ability to influence stakeholders to gain alignment and prioritize cross-functional initiatives.
- Demonstrated problem-solving, negotiation, and project management skills in a fast-paced environment.
- Ability to work independently, in a team environment and work collaboratively across the organization: interpreting user requirements, identifying the root cause, researching possible solutions, and identifying most feasible solutions.
- Strong interpersonal communication skills and the ability to work well with all levels of the organization.
- Personal desire for continuous knowledge and skill growth and development.
At a time when the healthcare industry is changing rapidly, Wellstar remains committed to exceeding patients' and team members' expectations, while transforming healthcare delivery.
Our Mission
To enhance the health and well-being of every person we serve.
Our Vision
Deliver worldclass health care to every person, every time.
Our Values
- We serve with compassion
- We pursue excellence
- We honor every voice
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