CSC Survey Specialist

This job was posted by https://www.kansasworks.com : For more

information, please see: https://www.kansasworks.com/jobs/13430999 The

CSC Survey Coordinator is a member of the Customer Service team that

will be responsible for visualizing insights from surveys to improve

member experience driving world class service and first call resolution.

This position will work closely with the Operations Data Analyst team.

This entails identifying, extracting, organizing, storing, analyzing,

reporting, and modeling data from the surveys (currently conducted by

SQM) in support of departmental initiatives, Customer Experience (CX)

initiatives, and Division-wide initiatives. Also, the CSC Survey

Coordinator will identify trends and present the results and

recommendations to the leadership and management teams. This position

will collaborate with subject matter experts (SMEs) and leaders to

understand business needs and develop visualizations for them. Overall,

this role requires one to manage multiple on-going projects, develop

insights, deal with changing priorities, be a quick self-starter, and

deal with a high degree of ambiguity while providing review from a

single lens of the department results. This position reports to CSC

Manger.

\"This position is eligible to work onsite or hybrid (9 or more days a

month on site) in accordance with our Telecommuting Policy. Applicants

must reside in Kansas or Missouri or be willing to relocate as a

condition of employment.\"

• Are you ready to make a difference? Choose to work for one of the most
  
  

trusted companies in Kansas.**

**Why Join Us**

• **Make a Positive Impact:** Your work will directly contribute to
  
  

the health and well-being of Kansans.

• **Family** **Comes First**: Total rewards package that promotes the
  
  

idea of family first for all employees.

• **Professional Growth Opportunities:** Advance your career with
  
  

ongoing training and development programs.

• **Dynamic Work Environment:** Collaborate with a team of passionate
  
  

and driven individuals.

• **Trust:** Work for one of the most trusted companies in Kansas
• **Stability:** 80 years of commitment, compassion and community
• **Flexibility:** options to work onsite or hybrid available
  
  

**Compensation**

\$64,400- \$80,500 annually

Exempt 14

• Blue Cross and Blue Shield of Kansas offers excellent competitive
  
  

compensation with the goal of retaining and growing talented team

members. The compensation range for this role is a good faith

estimate, it is estimated based on what a successful candidate might

be paid. All offers presented to candidates are carefully reviewed

to ensure fair, equitable pay by offering competitive wages that

align with the individual\'s skills, education, experience, and

training. The range may vary above or below the stated amounts.

**What you\'ll do**

• Identify data sources, both internal and external, to aid in
  
  

dashboard and reporting development.

• Process, cleanse, and verify the integrity of data used for
  
  

analysis. Extending company data with third party sources of

information as needed.

• Organize and maintain databases with data joined across multiple
  
  

sources.

• Reconcile interactions and various data sources to make sure the
  
  

information displayed is accurate and valid.

• Analyze survey data to develop reporting and visualizations to
  
  

support data-driven decision making by division leaders. Provide

actionable overall insights to address key behaviors and coaching

opportunities.

• Track, report, and analyze the performance of Customer Service
  
  

employees survey feedback programs, ad-hoc analytic requests, and

development/automation of reports.

• Evaluate customer interaction behavior and feedback to provide
  
  

insights and recommendations for further actionable items to improve

the customer experience.

• Implement automated processes for data efficiency. Create PowerPoint
  
  

presentations to provide education as well as onboarding for new

employees being surveyed as well as the onboarding process of new

leadership.

• Serve as data subject matter expert for operations data, customer
  
  

sentiment, and interactivity data.

• Maintain an expert understanding of the survey software/application.
  
  

Maintain a strong knowledge of industry best practices and trends.

Constantly seek and investigate opportunities to improve data

sources and analytic methods.

**What you need**

**Knowledge/Skills/Abilities**

Strong organizational, communication and presentation skills with the

ability to communicate findings to a wide array of both technical and

non-technical audience effectively in person and virtually.

Proven ability in handling concurrent projects with attention to detail

and accuracy.

Strong project management skills are desired to keep projects advancing

at a reasonable pace.

Working knowledge on the extraction, interpretation, and preparation of

both quantitative and qualitative data.

Ability to identify and make sense of rich data sources, man