Client Insights (VoC) Analyst – Experian Health

Company DescriptionAt Experian Health, our employees can shape more than products – they shape the future of U.S. healthcare. Experian Health is a pioneer for innovations leading the way in revenue cycle management, identity management, patient engagement, and care management for hospitals, physician groups, labs, pharmacies and other risk-bearing entities. Our success relies on people who are given the freedom to imagine new frontiers in the rapidly changing healthcare space and push the boundaries of innovation. Help us realize our vision of applying data for good and changing the healthcare landscape for the better – for all of us.

Our Mission Is To Use Data Driven Insights To Simplify Healthcare For All. Simply Put, We Want To Make The Healthcare System Work Better For Us As Consumers And For Those Who Work In Healthcare. Our ONE Experian Health Culture Is The Centerpiece Of Making This Happen. Our Aspiration Is To Bring People Together Who Are Driven By Purpose And Want To Make a Difference. We Strive To Have a Diverse Group Of People And Minds Who Are

• OPEN: Have a growth mindset and collaborate often with others to make things happen
• NIMBLE: Always embracing change and pushing the envelope on innovative ways to solve problems
• EFFECTIVE: Accountable to themselves and to others

Job DescriptionDo you have a passion for telling stories with data? If the more data the better, making sense of multiple types and sources of information is a challenge that you thrive on, taking initiative to identify what the business should evaluate, enjoy identifying gaps, analyzing this data, making actionable recommendations and are an advocate for the customer experience, this role may pique your interest!

The Client Insights / VoC (Voice of the Customer) Analyst must employ all analytical tools necessary, to accurately identify trends in business and customer feedback (survey) data, evaluate customer impacts; quantify those impacts in meaningful metrics or value assessments, and track customer behaviors related to changes in their experience.

This role will be very dynamic and involve cross functional collaboration. The incumbent will be highly adaptable, a great listener, who is quick to ascertain needs and gaps in visibility, and open to change. This role will encompass research in all aspects of the customer experience. across all touch-points, and across multiple platform tools. The ideal candidate is first and foremost a skilled professional in data analysis and visualization, but also comfortable to clearly communicate insights and discoveries in meetings and presentations.

• Collects, summarizes, and distributes customer driven data and insights with Management and across the Organization
• Partner in developing what action needs to be taken based on VOC data discoveries- and assist with the development of monthly reports delivered to business leaders
• Advocate for our customer with a balanced, objective and measured approach
• Transform raw data (structured and unstructured) into meaningful and useful analysis
• Partner with and provide analytical support to teams across the organization, including survey design
• Identify key metrics to better understand and evaluate customer impacts related to performance of products, client relationships, service delivery, and business processes
• Provide value assessments when metric data isn’t immediately available or directly applicable
• Develop streamlined, digestible customer insights reports and dashboards to track performance and aid in planning and decision making
• Ensure daily/weekly operating of all feedback management platforms and take key lead and follow through to resolution when issues arise.
• Participate in other related projects and initiatives as assigned

Qualifications

• Experience with utilizing data from surveys to develop key learnings, themes, and insights required
• 3-5 years’ applying analytics required (50% or more of role)
• Able to provide examples of previous data analysis with business applicability (specific use cases will be discussed)
• Expert in data visualization techniques and products required
• Expert-level MS Excel user (VBA experience preferred) required
• Experience with reporting design, remote dashboards, and portal products (Experience with Salesforce strongly preferred)
• Any experience with a VoC or Feedback Management system is highly desired
• Examples include Medallia, Qualtrics, Alida, Satmetrix
• Proficiency with SQL query language strongly preferred
• Process mapping experience preferred
• Bachelor's degree
• Experience with unstructured data (text / voice) analysis preferred
• Intense customer focus self-starter
• Detail and accuracy oriented while still able to pull up and see the big picture
• Excellent communication skills, both written and verbal
• Lead and deliver cross functional presentations
• Ability to manage multiple projects in a fast-paced, results-oriented environment
• Ability to work collaboratively with cross-functional teams at varying levels
• Systematic and analytical approach to problem solving
  

Additional InformationOur goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and it ensures that we live what we believe.

All your information will be kept confidential according to EEO guidelines. Experian is proud to be an Equal Opportunity and Affirmative Action employer. Anyone needing accommodation to complete the interview process should notify the talent acquisition partner.

The word "Experian" is a registered trademark in the EU and other countries and is owned by Experian Ltd. and/or its associated companies.

EOE including Disability/Veterans