Seattle Washington
The Vera Whole Health Customer Experience team is seeking a human-centered data specialist with proven experience driving operational improvement by mining insights across a variety of data. You will be working on highly visible CX initiatives impacting the member and care-provider experience for our national network of care centers.
You will partner closely with our informatics team and data scientists to discover actionable insights through synthesis of both qualitative and quantitative data derived from interactions across the entire member experience journey. You will shape insights into compelling narratives in the form of reports and dashboards based on the needs of department leaders. You must be excited about leading research projects that involve managing large volumes of data and establishing systems and processes for collection, validation, and analysis.
Essential Job Function
Conduct deep analysis into the activities, motivations and behaviors of members and care center staff to discover patterns, anomalies, and insights that drive operational improvements.
Refine and build upon foundational CX research in moments of truth, key interactions, personas, journey maps and service blueprints.
Collaborate with business analysts to form unified and accurate insights.
Create compelling stakeholder stories using a variety of media and formats including written reports and data visualization.
Become expert at all aspects of Vera operations to position recommendations within the context of business priorities and strategies.
Contribute to projects from other parts of the organization as a customer advocate.
Create and administer surveys and other research to engage members and care center staff.
Manage vendor relationships to enable most efficient use of CX systems and tools.
Support resolution of issues from direct feedback
Skills, Education and Experience
Experience in working with CX research or marketing research programs, including surveys and other types of research from design through to analysis and reporting of results.
Experience in leading projects that combine experience research with business intelligence and strategy.
Strong project management skills for planning and administration of multiple, concurrent survey programs with a large volume of data.
Proficiency using SQL to query large data sets
Detail-oriented and capable of producing accurate and high-quality work – even under short deadlines.
Bachelor’s degree and 2-3 years of related experience, or relevant experience
Advanced experience with Microsoft Excel (pivot tables, advanced modeling, creating charts/graphs) and PowerPoint
Experience with BI development and database systems such as and Tableau
Preferred
A passion for improving the health experience.
Creative problem-solver with basic skills in the design-thinking process.
Experience and enthusiasm for conducting field research and engaging with members directly.
Great storyteller able to tailor research insights to specific audiences and business needs.
Open to new ideas and respectful of differing opinions/perspectives
Self-motivated and can work independently in a fast-paced changing environment
Highly collaborative and can work cross-functionally, while cultivating relationships with colleagues and stakeholders
Vera Whole Health is transforming healthcare. For insurers and employers alike, Vera helps take control of perpetually rising healthcare costs. Vera’s behavior change model via onsite primary care clinics improves health and productivity, reducing claims and overall cost of care by as much as 25% in the first year.
Vera’s model is anchored by three core elements: high engagement, managed care and organizational culture change, which combine to drive down utilization of costly services like ER, inpatient/outpatient visits, specialty services, labs and prescriptions, and transform the overall health of the organization.
Vera is the first plan-sponsored health center in the United States to earn a Certificate of Validation by the Care Innovations™ Validation Institute. This endorsement substantiates Vera’s claims that its approach reduces overall healthcare spending for employers, justifies Vera’s 100 percent money-back guarantee, and recognizes Vera for its sound population health cost outcomes.
Vera Whole Health is an equal employment/affirmative action employer. If you need accommodation for any part of the employment process because of a disability please send an email to recruiting@verawholehealth.com
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