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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 - Market Insights & 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 key programs such as Net Promoter Score (NPS), Digital Satisfaction, Call Center Satisfaction, Interactive Response Satisfaction, Mock Medicare CMS and Forrester. The scope of the role focuses on analyzing survey response data combined with other data and NOT on survey design/market research.
BSC is committed to providing superb service to its Customers, Providers, Employers and Brokers across all plans and interaction channels. Various metrics help BSC gauge satisfaction, some of which are shared externally, and some also have financial implications supporting multiple lines of business. For example, NPS (net promotor score) is a key metric that measures perception of the firm and is a leading indicator of future growth and success. Other surveys include Forrester for benchmarking, CAHPS surveys for Medicare Stars, agent quality surveys in the contact center, in-line surveys of the digital experience, and many more. This role must work in partnership with multiple executive business stakeholders across multiple functions and will be positioned as providing analytical leadership across all survey instruments.
Your Work
Your Knowledge
Pay Range:
The pay range for this role is: $ 145970.00 to $ 218900.00 for California.
Notes:
Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on a variety of factors, including the candidate's experience, location (California, Bay area, or outside California), and current employee salaries for similar roles.
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External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.Full Time
$143k-184k (estimate)
05/20/2024
07/19/2024