Senior CX Insights Analyst: VoC (Multiple Positions Available) at Blue Cross and Blue Shield of North Carolina in Durham, North Carolina

Posted in Other 7 days ago.

Job Description:

The majority of our roles will continue working from home through September. Once campus restrictions begin easing in October, we will continue to encourage employees to take a virtual-first approach to their work when possible. As long as job responsibilities are not impacted, being in the office full-time will not be necessary or expected. During the interview process, our Talent Advisors will walk through our virtual-first approach and will answer questions you may have.

Additional Locations:

Out of State Teleworker (Alabama), Out of State Teleworker (Arizona), Out of State Teleworker (Colorado), Out of State Teleworker (Florida), Out of State Teleworker (Georgia), Out of State Teleworker (Idaho), Out of State Teleworker (Maryland), Out of State Teleworker (Michigan), Out of State Teleworker (Pennsylvania), Out of State Teleworker (Tennessee), Out of State Teleworker (Texas), Out of State Teleworker (Virginia), Telework - South Carolina

Job Description

Experienced Insights Analyst to join our Member Experience Voice of the Customer Team. This role will be charged with designing & analyzing research to develop a clear and comprehensive view of the member experience. Work will include survey design and programming, establishing and tracking key metrics over time such as NPS, ease, effort and overall satisfaction to help the enterprise identify risks and opportunities for improvement. You will be responsible for creating dashboards and presentations that deliver insights at a regular cadence to key audiences across the organization.

What You'll Do:

  • This work will require collaboration with stakeholders across the organization to identify and prioritize client research needs and provide actionable insights to help the organization solve problems and drive customer value.

  • Survey research and design, qualitative and quantitative data analysis, tracking of results and outcomes. You will work closely with business advisors to inform how we can improve the customer experience.

  • As a VoC Analyst, you will lead the definition, management and curation of the feedback loop metrics tracking and engagement model with business leaders to drive action that measurably improves the customers' experience.

  • Design surveys and create dashboards in Qualtrics, Clarabridge and PowerPoint

  • Develop a deep understanding of customer sentiment across their journey and drivers

  • Coordinate consumer/stakeholder research across business segments/areas and provide interpretation of results and communication of insights.

  • Deliver insights to Experience Strategy to aid in prioritizing and designing the right work to drive improvements in metrics and overall customer experience.

  • Oversee experience measurement and tracking processes, as well as the design and administration of CX-related feedback instruments.

  • Consult with peer groups, upper management and other parts of the organization that impact experience to align work, and influence, educate and inform on experience efforts/measures

What You'll Bring (Hiring Requirements):

  • Bachelor's degree and/or 5-7 years of experience consumer experience, market research, CX VoC, Survey Design, Analytics

  • A strong knowledge of CX disciplines and metrics including loyalty, satisfaction, ease. Ability to conduct driver analysis

  • Responsible for independently developing, planning and executing research and tracking key performance metrics

  • Ability to develop a hypothesis, design surveys and tell a story based on data that drive business decision making and action

  • Previous work experience in CX Research, Qualtrics, Clarabridge

Nice to Have (Hiring Preferences):

  • Use of survey programming platforms, and reporting software including Qualtrics, Tableau and/or Clarabridge

  • Understanding of the latest analytical techniques and customer experience research methodologies

  • A strong knowledge of CX disciplines, the ability to recruit the right members, design and program effective surveys, conduct analysis, translate research insights into actionable recommendations. and strong persuasive writing and presentation skills.

  • Previous work experience in health insurance or health care industry with multi-faceted knowledge of healthcare delivery systems is strongly preferred, especially experience relevant to consumer needs/expectations.

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