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Senior CX Analyst

2 months ago

Altamonte Springs, United States AdventHealth Full time

AdventHealth

All the benefits and perks you need for you and your family:

· Benefits from Day One

· Career Development

· Whole Person Wellbeing Resources

· Mental Health Resources and Support

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that

together

we are even better.

Shift

: Monday-Friday

Job Location

:

Hybrid - Altamonte Springs, FL

The role you’ll contribute:

The Sr. CX Analyst will work in partnership with the Director of Experience Programs Intelligence to cultivate Voice of the Consumer (VOC) insights from transactional listening mechanisms as well as primary/secondary research that enables a consistent and actionable consumer/patient measurement approach for the organization. The consumer/patient measurement approach will identify and prioritize areas for improvement, retention, acquisition, loyalty and drive positive impact on the business. The Sr. CX Analyst will develop and present reports, proposals and data-driven presentations to senior leaders/executives that evaluate the potential benefit of various consumer/patient initiatives and influence decision makers on the merits and considerations of these activities. The Sr. CX Analyst is intellectually curious - seeks out data that is the foundation of the consumer healthcare journey and will be responsible for identifying improvement opportunities across our end-users through actionable reporting, including the usage of text and speech analytics to create topics and themes to assist in driving impactful changes. These changes will be inclusive of but not limited to analysis of "returns on investment, consumer experience, and consumer effort scores. To accomplish the goals and requirements, high collaboration amongst various teams is needed to meet completion deadlines. To be successful in this role, the Sr. CX Analyst will need to create and maintain a strong working partnership with key stakeholders (internally and externally) and end-users to ensure they understand how we can support and consult them, and then deeply understanding their business needs so that we are able to provide them with useful feedback and insights that support strategic planning and execution. To achieve this, the Sr. CX Analyst will develop story-driven reports with actionable insights and recommendations to inform business decisions for these key stakeholders throughout the company. Additionally, this role will identify trends and root causes by various dimensions (division, department, transaction type, region, etc.) and delivery reporting that helps leaders improve the consumer experience for the business.

The value you’ll bring to the team:

· Collect, analyze, and create reports for key business reviews and for tracking consumer experience performance by using impactful dashboards and effective visualizations that provide actionable information to allow the business to draw conclusions and devise action.

· Configure the Voice of the Consumer platform (Medallia) to meet customer requirements. (Survey Admin, Reporting Admin, Users & Roles Admin, System & Program Design, System Admin

· Support platform quality analysis (QA), client user acceptance testing (UAT), and launch processes

· Build and maintain roles, reports, and users within the Voice of Consumer platform (Medallia) for our survey program, including a regular cadence of updating text analysis for accurate comment tagging.

· Translate the Consumer Experience findings (e.g. NPS, OSAT, First Interaction Resolution) across different touch points into actionable insights that influence decision making, business optimizations, identify emerging trends, wins, and opportunity areas in consumer experience.

· Identify opportunities to enhance the consumer experience through in-depth analysis of experiential data paired with additional data sources like patient demographics, specialty information, operational data, online reviews, quantitative and qualitative research findings.

· Consolidate consumer feedback data with other transactional, operational, and behavioral sources of data to paint a clear picture of experience drivers

· Partner with Data Engineering & Analytics and other partners to link consumer experience metrics to our results and develop strategic action items that positively impact performance.

· Proficiency in querying, joining, and manipulating raw datasets for analysis.

· Utilizes creative thinking to support strategic planning, to help analyze business issues and collaborates with stakeholders to resolve problems.

· Gather business requirements and collaborate with internal and external cross-functional partners on data capture and distribution strategies.

· Documents and writes business and technical requirements, defines interface requirements, workflows and presentations

· Work with multiple teams across the organization to ensure that any gaps in the lifespan of the consumer journey are addressed.

· Create transparency between significant drivers of consumer experience and financial impact so linkages are well understood.

· Strong communication skills are essential.

· Perform all other duties asked or assigned by director

Qualifications

The expertise and experiences you’ll need to succeed:

KNOWLEDGE AND EXPERIENCE STRONGLY PREFERRED:

· Appreciates community and works to cultivate an incredible Consumer Experience program.

· Someone who loves utilizing technology to deliver results.

· Experience with building reports and dashboards

· Strong quantitative background with a thorough understanding of Microsoft Excel, Power BI, reporting formats and data entry.

· Experience in business analytical writing or storytelling with data• Comfortable with compiling data from multiple sources to drive actionable insights

· Familiar with pulling exports from various CRM platforms.

KNOWLEDGE AND EXPERIENCE PREFERRED:

· Demonstrated ability in successfully collaborating with multiple departments

· Bilingual in English/Spanish

EDUCATION AND EXPERIENCE REQUIRED:

· Bachelor’s degree in Marketing, Statistics, Economics, STEM-related or Business Administration

OR

equivalent experience.

· 5 years of experience, with prior role(s) in customer relationship management, strategic program management, consulting, business development, account management, and/or project management in a business-to-business environment.

EDUCATION AND EXPERIENCE PREFERRED:

· 3 years' experience in running implementations of enterprise applications (eg. CRM, ERP, HRMS)

· Experience in healthcare

· Experience within AdventHealth

LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED:

· Medallia Admin Certification

· Medallia Product Certification

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

Category:

Information Systems

Organization:

AdventHealth Corporate

Schedule:

Full-time

Shift:

1 - Day

Req ID:

24012671

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment. #J-18808-Ljbffr