Research Analyst

About Company

Samaritan Ministries is a Biblical solution to health care. It is not insurance. We deliver authentic, compassionate, and personal service in the name of Christ to enable and inspire members to provide for one another’s medical needs through prayer, encouragement, and financial support.

From demonstrating Christ-centered compassion to modeling best practices in health care sharing, Samaritan Ministries is committed to keeping Jesus at the center of everything we do. The way we interact with our colleagues and engage with our members is a testament that we are ultimately serving Christ and His Kingdom.

Summary

This position will focus on serving current and potential members of Samaritan Ministries International (SMI) by managing various incoming qualitative and quantitative research channels at key touchpoints in order to deliver customer insights and understanding to leadership, resulting in a better member experience.

Competencies

• Market Research & Consumer Behavior
• Data Literacy
• Fostering Communication
• Attention to Detail
• Analytical Thinking
• Acting with Integrity, Empathy, and Compassion
• Collaborating with Others
• Neighbor Focus
• Pursuing Excellence
• Presentation
• Insights Analytics
• Customer Relationship Management

Key Responsibilities

• Manage and report on incoming automated survey metrics at key touchpoints throughout member journey, including analysis of qualitative free type responses and trending quantitative metrics
• Use data mining to extract information from data sets and identify correlations and patterns, and report primary research insights to leadership on a regular basis
• Monitor and report on post-interaction survey trends and metrics to leadership teams
• Trend CX metrics over time and determine their impact on ROI and retention
• Identify trends, behaviors, and opportunities through secondary research
• Supporting journey mapping sessions with relevant quantitative/qualitative member feedback
• Collaborate with Business Intelligence, Accounting, and other departments to leverage existing experience, operational, and financial data and provide meaningful insights and recommendations
• Work alongside User Researcher, Product Designers, and other core groups to identify research objectives and deliver key insights about member perspective and experience
• Contribute to ministry-wide research strategy by recommending, planning, developing, and conducting primary quantitative or qualitative research methods and work with MX manager and departmental leaders to drive plans to completion
• Manage data/contact records in Qualtrics
• Act as a liaison of member feedback and effectively communicate compelling insights to all other departments as needed

Qualifications and Experience

• Four-year degree from an accredited university or the equivalent combination of education and experience.
• 3 years in a research analyst role
• 3 years of experience in Customer Research (including quantitative and qualitative research)
• Solid conceptual understanding of analyzing operational and experience data
• Market research experience preferred
• Staff are required to possess applicable knowledge to bring value to SMI in this role, know and utilize resources well, ask questions to ensure full understanding. gain and retain knowledge to keep up with changes, and accept and engage with training to grow knowledge for current and future responsibilities.
• Must be customer-focused and demonstrate a dedication to the voice of the member and market
• Must be able to synthesize research findings (Intermediate) from multiple sources and translate into action
• Must be able to present complex information in an understandable manner
• Must be able to conceptualize key insights and solutions to existing problems and articulate them effectively
• Must have the ability to challenge existing policies in favor of the customer experience
• Must demonstrate a high level of emotional intelligence (Intermediate) and ability to navigate cross-departmental pressures (Intermediate) and conflict
• Must have ability to handle multiple ongoing projects simultaneously
• Must be a team player who works well with leaders
• Must have initiative and be able to work independently
• Must have strong presentation (Intermediate) and facilitator skills
• Must demonstrate strong written and verbal communication skills
• Must be able to establish clear and actionable research objectives for projects
• Must be able to recommend and design optimal research (Intermediate) methods to accomplish project objectives
• Must be aware of user/customer segmentation methods (Intermediate) and recommend where applicable
• Must have a passion for staying up to date on user/customer research trends (Intermediate) and their application

Additional Information

• Tasks are normally conducted in a regular office environment, requiring use of computer and mouse and other standard office equipment. Staff usually remain in a stationary position, often standing or sitting for prolonged periods.
• Staff will observe safety principles while performing the duties of the position.
• Staff may be required to travel and have a valid driver's license.
• May need to lift and move items up to 35 lbs on occasion.
• Disclaimer: This job description is intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of responsibilities, duties and skills required of personnel in the classification. Work hours may be irregular including performing duties on evenings or weekends.
• This position requires an active commitment to the mission and values of SMI. In the course of performing job duties, the employee will act in a manner that is Christ-honoring as well as Christ-like, demonstrating a personal Christian faith and witness in all interpersonal interactions.