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.