Job Details
Job Title: Consumer Insight Analysts Lead
Schedule: Fully Remote, team generally works MST but will be flexible
Role Summary:
The Consumer Experience (CX) Consultant will play a pivotal role in supporting organizational transformation efforts of small to medium size and complexity by conducting/integrating voice of the customer research, human-centered design, process improvement, data analytics, and change management methodologies.
As a hands-on designer and researcher, partners with defined team to collect information, interpret data and summarize customer insights using both quantitative and qualitative research.
Conducts measurement and monitoring activities of strategic performance metrics to support business initiatives.
Manages and coordinates the development and implementation of small to medium customer-centric business initiatives, systems, and/or processes to a desired future state.
Supports and participates in organizational alignment and buy-in conversations and activities with stakeholders.
Primary Responsibility - Experience Improvement Execution:
Supports and executes consumer research and develops actionable experience improvement insights
Designs, execute and analyzes consumer surveys
Supports development of consumer research agendas that support strategic goals
Develops interview / focus group guides and facilitates research directly with consumers
Organize and execute focused call listening studies.
Organize and conduct analysis across multiple voice of the customer listening posts.
Create end-to-end journey maps including key moments, pain points and performance metrics.
Identify key opportunities/leverage points for improving the customer experience and building loyalty.
Support predictive analytic efforts and identification of real-time service recovery opportunities
Share insights and creative, data-driven possibilities that improve the customer experience with the customer experience team including support of human-centered design workshops.
Collaborate with Customer Experience team to develop solutions using data-driven decision making processes
Secondary Responsibility - Consumer Experience Analysis and Insights:
Manages small-to-medium CX improvement projects.
Supports Development of strategic plans, including experience vision and objectives, a consolidated experience roadmap, and business requirements, aligning them with organizational objectives and business priorities.
Contributes to setting project goals and planning related business processes (e.g. project change management, communication).
Develops and executes project plans, monitoring performance and managing scope and schedule.
Identifies and addresses project risks, implementing mitigation plans.
Collaborates with key stakeholders, updating leadership, and guiding project team members.
Communicates challenging issues to stakeholders, offering recommendations.
Ensures alignment and cooperation among diverse stakeholders.
Manages project activities related to organizational change management.
Minimum Requirements:
Bachelor's degree from an accredited college or university and Minimum three (3) years relevant experience in experience design, customer data analytics, process improvement, consulting, project management or a directly related field OR Master's degree in Business Administration, Public Health, Health Services Administration, or related field and Minimum two (2) years relevant experience
Preferred Qualifications:
Exposure to human-centered design principles and methodologies including journey mapping.
Good communication and presentation skills.
Ability to leverage data to and summarize key insights driving business issues.
Exposure to developing and writing business cases or grants.
Proven track record of meeting deadlines, and ability to work and collaborate effectively in a team environment.
Ability to adapt to changing priorities and deadlines.
Experience working with advanced Excel functions including, formulas, pivot tables, vlookup, etc. or other data analytics certification.
Process or Performance improvement certification such as Lean/Six Sigma, TQM, BPM, etc.
Project Management certification (e.g., PMP, Agile, SCRUM, etc.).
Experience working in healthcare, insurance or other regulated industries.