Your Role
The Blue Shield of California Growth and Servicing analytics organization is part of the centralized Data and Analytics organization and oversees Channel Analytics including Digital, Marketing, Claims, Appeals, Grievances, Disputes, Customer Experience and Line of Business.
This role Senior Manager - Market Insights & Experience Analytics would report to the Senior Director of Growth and Servicing Analytics and would be responsible for supporting analytics tied to internal and external key programs such as Net Promoter Score (NPS), Digital Satisfaction, Call Center Satisfaction, Interactive Response Satisfaction, Mock Medicare CMS and Forrester.
The scope of the role focuses on analyzing survey response data combined with other data and NOT on survey design / market research.
BSC is committed to providing superb service to its Customers, Providers, Employers and Brokers across all plans and interaction channels.
Various metrics help BSC gauge satisfaction, some of which are shared externally, and some also have financial implications supporting multiple lines of business.
For example, NPS (net promotor score) is a key metric that measures perception of the firm and is a leading indicator of future growth and success.
Other surveys include Forrester for benchmarking, CAHPS surveys for Medicare Stars, agent quality surveys in the contact center, in-line surveys of the digital experience, and many more.
This role must work in partnership with multiple executive business stakeholders across multiple functions and will be positioned as providing analytical leadership across all survey instruments.
Your Work
- Survey Execution : Support sampling techniques, bias correction, and testing.
- Data Mastery : Understand and assimilate internal and external data sources combined with analytical tools and approaches to drive analytics.
Partners with key cross functional stakeholders to create robust data views, results and insights.
Hands On Generator of Insights to Action : Interpret structured and unstructured survey response data and integrate it with BSC operational, demographic, behavioral and clinical data to produce robust insights.
Generate hypotheses that can be proven or disproven, show causality or root cause of results / changes in trend, conduct multi- channel analysis to offer insights and improvement recommendations with quantifiable impact on Customer Experience, Cost of Healthcare, Medicare Stars, OPEX, Digital Adoption, etc.
- Summarization and Visualization : Create consumable reporting and visualizations to communicate insights in a compelling and illuminating fashion.
- Leadership : Demonstrate the gravatas to influence strategy based on data driven insights.
- Perpetual Learning and Teaching : Stay abreast of the latest trends in customer experience, statistical tools / methods and upskill staff on analytics.
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