Manager of Consumer Research and Journey Analytics

The Manager of Consumer and Journey Analytics is accountable for informing system-wide initiatives to improve customer relations and brand loyalty. This role oversees the measurement of consumer touchpoints, pre-care, during, and aftercare. S/he will help the organization drive higher customer satisfaction (NPS, CSAT, etc.), customer retention, and new business growth. The ideal candidate is a journey management practitioner with a proven track in data management and direct-to-consumer industry experience. S/he has managed direct reports and has been involved with cross-functional teams.

The Manager of Consumer & Patient Analytics owns the analytics function within the Knowledge and Insights organization. Consumer and Patient Analytics is a key capability that would provide holistic, timely, data-driven insights to drive key business actions. The goal is to build a strong foundation that eventually excels at predictive analytics.

• Is a key internal voice of our consumers and patients
• Enables a deep understanding of our patients, consumers, and competitors by developing and using analytics tools that are insightful, timely, and agile.
• Shares knowledge to enable business actions and decisions with higher accuracy and timeliness.
• Publish macro trends & POVs that improve understanding of our consumers; integrate knowledge from primary and secondary sources
• Acts as a thought leader to define relevant KPIs and design measurement plans that lead to insights and business actions
• Develops & maintains Consumer/Patient Segmentation
• Develops and maintains competitive POVs for consumer/patient experience
• Manage patient and consumer experience analytics teams

Required Minimum Education:

• Bachelor's Degree, BS or BA Degree required. Graduate degree in health informatics, marketing, data management, business operations, or healthcare a plus. Required

Required Minimum Experience:

• Minimum 5 years' experience with managing/analyzing data/metrics or journey management is required. Required
• Minimum 8 years of healthcare, patient experience or application management is strongly preferred. Required
• Minimum 2 years Hands-on experience with journey management tools (Miro, TheyDo, CSGI, Alida, Qualtrics, etc. Required
• Minimum 2 years Ability to leverage critical thinking in all aspects of work product design and delivery. Preferred

Required Minimum Skills:

• Expertise in journey management, including mapping, prioritization, taxonomies, and personas creation.
• Strong analytical, prioritizing, planning, presentation, people management, and interpersonal relationship-building skills.
• Demonstrated strategic ability to plan, execute, and achieve performance metrics.
• Demonstrated understanding of emerging customer experience, multi and omnichannel interactions, and technology, including customer support technologies, feedback management, CRM, social media, chat, etc.
• Experience recommending and implementing creative solutions to increase NPS, customer satisfaction, retention, and online review scores.
• Ability to influence stakeholders to gain alignment and prioritize cross-functional initiatives.
• Demonstrated problem-solving, negotiation, and project management skills in a fast-paced environment.
• Ability to work independently, in a team environment and work collaboratively across the organization: interpreting user requirements, identifying the root cause, researching possible solutions, and identifying most feasible solutions.
• Strong interpersonal communication skills and the ability to work well with all levels of the organization.
• Personal desire for continuous knowledge and skill growth and development.