Senior Analyst - Voice of Customer - Telecommute

Company: UnitedHealth Group
Location: Minnetonka
Posted on: January 9, 2022

Job Description:

UnitedHealthcare is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm)
UnitedHealthcare is dedicated to helping people live healthier lives and to make the health system work better for everyone. Help us achieve this powerful mission by joining the Provider Experience team as we shed light on our health care professional's expectations, needs, and preferences.

Data is at the heart of what we do. We use the power of analytics, Natural Language Processing (NLP), and resources from our research partners to aggregate and distribute insights in a repeatable, governed process. -All with the intention of understanding our health care professionals better and helping to deliver a better experience.
The Senior Voice of Customer Analyst will be responsible for the coordination and development of touchpoint surveys and the interpretation of listening post data to improve the health care professional experience and increase NPS and Satisfaction across the end-to-end journey.
You'll enjoy the flexibility to telecommute* from anywhere within United States as you take on some tough challenges.
Primary Responsibilities:
--- - - -Collect valuable Voice of Provider (VOP) data: Design and deploy surveys at key moments of truth in the provider experience using Qualtrics to measure provider satisfaction, NPS, and other metrics that assess whether experiences are producing the desired outcomes. Collaborate with business partners to identify business goals, learning objectives, identify KPI's, and establish project scope/deliverables
--- - - -Design and build insight-driven tools: Develop reporting and dashboards in Qualtrics and Clarabridge that provide real-time insights that can be used by decision makers across the organization
--- - - -Transform data into insights: Leverage various CX analytics tools to perform deep dive analyses across various touch points to turn data into actionable insights. Identify emerging trends, key drivers, top pain points and opportunities, and identify key wins
--- - - -Consolidate VOP feedback and operational/behavioral data: Leverage operational and behavioral data sources to paint a clear picture and story of the provider experience
--- - - -Establish governance: Develop and sustain best practices and standards for managing our CX measurement programs, survey sampling, distributions, reporting parameters, etc. You will be the technical resource/subject matter expert for all CX tools and provide thought leadership on best practices

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:
Bachelor's degree in Customer Research, Statistics, Computer Science, Business, a related field of study, or commensurate professional experience in the following: Data analysis
Reporting / business intelligence
Statistical modeling
Business analysis

3+ years in experience in voice of customer analysis, market research, or equivalent experience in marketing, data analytics and reporting, or statistical analysis with strong orientation toward consumer/customer research
Advanced level of proficiency with MS Excel
Demonstrated effectiveness in written, verbal, and visual communication skills; ability to distill complex ideas into concise and accurate narratives that enlighten and inspire
Preferred Qualifications:
CXPA certification, Net Promoter System certification, or experience implementing Customer Experience (CX) measurement programs (NPS, CSAT, CES, etc)
Healthcare or related industry knowledge a plus
Power user of Qualtrics and/or Clarabridge, with ability to quickly become a power user in other analytical/research platforms (e.g SessionCam, Adobe Analytics, Medallia, etc.)
Ability to build relationships and influence all levels of an organization across teams and functions, both internally and externally regardless of direct authority, and with key stakeholders and decision makers
Demonstrated ability to positively influence product roadmaps with data-based insights and quantifying the amount of improvement once the changes are implemented
Exhibits a high degree of ingenuity, creativity and resourcefulness and works well with ambiguity
Solid -critical thinking skills including problem solving, decision making and analysis
A love of collaboration and learning
A fearless and positive attitude
Full COVID-19 vaccination is an essential requirement of this role. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance

UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.
Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 5 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work.(sm)
Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $64,800 to $116,000. The salary range for Connecticut / Nevada residents is $71,400 to $127,400. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.
*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Job Keywords: Senior Analyst, business analysis, qualtrics, NPS, customer experience, clarabridge, Excel, dana analysis, business intelligence, research, consumer, Telecommute, Telecommuter

Keywords: UnitedHealth Group, Minnetonka , Senior Analyst - Voice of Customer - Telecommute, Professions , Minnetonka, Minnesota