Senior Manager, Customer Experience Analytics

2 weeks ago

Long Beach, United States Blue Shield of California Full time

Your Role

The Blue Shield of California Growth and Servicing analytics organization is part of the centralized Data and Analytics organization and oversees Channel Analytics including Digital, Marketing, Claims, Appeals, Grievances, Disputes, Customer Experience and Line of Business. This role Senior Manager, Customer Experience Analytics would report to the Senior Director of Growth and Servicing Analytics and would be responsible for supporting analytics tied to internal and external surveys including but not limited to Net Promoter Score, Digital Satisfaction, Phone Satisfaction, Interactive Response Satisfaction, CMS, and Forrester. 

Various metrics help BSC gauge satisfaction, some of which are shared externally and have financial implications. NPS is a key metric that measures perception of the firm and is a leading indicator of future growth and success. There are other metrics for our Commercial, Medicare and Medicaid (MediCal) lines of business that drive continuous improvement activity. External survey sources such as Forrester provide important benchmarking. It is important that we mine for actionable quantifiable improvement opportunities and assign a financial value to improving these KPIs. The candidate must be an expert at essentials around Enabling the survey such as RFP and vendor contract negotiation, survey design, survey tests, survey sampling techniques, survey benchmarking as well as Analyzing structured and unstructured response data as well as Summarizing  key insights with actionable recommendations. Analytics are key to helping business partners operationalize feedback in the form of measurable initiatives that improve experience, reduce cost of healthcare, reduce OPEX, grow loyalty faster and improve BSC’s Medicare Stars ratings and Blue Shield Association Member Touchpoint Measures results. 

Your Work

In this role, you will:

Influence survey questionnaire design Ensure vendor requirements are satisfied and sampling meets BSC standards.  Use statistics and modeling to establish surveys/tests  Analyze structured and unstructured survey responses to uncover pain points, establish causality, and recommend actionable improvements.  Summarize and communicate quantified insights. Build NPS/Satisfaction forecasts, goals, outlooks, and dashboard reporting. Perform text mining/topic modeling to mine insights from verbatims.  Quantify the impact of scores on growth, voluntary attrition, cost of health care.  Stay current on key CX trends, research, recommend best survey practices, KPIs and benchmarks and incorporate into ongoing experimentation and adoption. Provide technical and soft skills coaching.

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