Senior Customer Experience Data Analyst

Blue Shield of California's mission is to ensure all Californians have access to high-quality health care at a sustainably affordable price. We are transforming health care in a way that truly serves our nonprofit mission by lowering costs, improving quality, and enhancing the member and physician experience.To fulfill our mission, we must ensure a diverse, equitable, and inclusive environment where all employees can be their authentic selves and fully contribute to meet the needs of the multifaceted communities we serve. Our comprehensive approach to diversity, equity, and inclusion combines a focus on our people, processes, and systems with a deep commitment to promoting social justice and health equity through our products, business practices, and presence as a corporate citizen.Blue Shield has received awards and recognition for being a certified Great Place to Work, best place to work for LGBTQ equality, leading disability employer, one of the best companies for women to advance, Bay Area's top companies in volunteering & giving, and one of the world's most ethical companies. Here at Blue Shield of California, we are striving to make a positive change across our industry and the communities we live in - join us!Your RoleThe Customer Experience Data and Analytics team is responsible for producing the analytics, reporting, and insights required to drive an industry-leading customer experience, including measuring marketing campaigns, translate customer sentiments into insights/actions, and identify ways to improve the member's experience, such as in areas of call center, digital experience, value comprehension, etc. . The Senior Data Analyst will report to the Senior Manager of Digital & Customer Experience Analytics . In this role you will collect, analyze, validate, and synthesize survey data, such as Net Promoter Score (NPS), Forrester, and Overall Satisfaction (OSAT), to guide business decision making for marketing, digital, and customer experience initiatives. You will focus on customer experience and member satisfaction and develop tools that will deliver insights and solutions to the team's business stakeholders based on experience and best practices .In this role, you will help generate insights to enable smarter business decisions and deliver exceptional customer experiences across every touch point and channel here at BSC. Your focus will be in data analysis, creating insights and developing visualizations and stories for our monthly BSC survey report outs/presentations. The analyst will also make recommendations to align Customer Experience priorities across operational teams and lines of business. You will work closely with our team and operational leaders to help us understand our data better, discover insights that will lead to actions that improve our customer experiences. You will be responsible for developing a strong relationship with program leaders on the customer experience team and become a trusted advisor. Collaboration with the BSC Data & Analytics team will be ongoing as will your work with our vendor partners and delegates. Bring your insatiable curiosity, superior data analysis skills, creativity, can do attituded and energy and help us turn our data into meaningful and actionable insights. Your Knowledge and Experience

• Requires an MPH, MBA, MS, MA in science, social science, public health, health svcs research or business, or BA/BS with demonstrated equivalent work experience
• Requires 3+ years of prior relevant experience, preferred in Health Care (managed care, academic, or gov't payer)
• Highly skilled in interpersonal and verbal/written communications, presentations, math, analytical and problem-solving, and use of analytical tools
• Possesses a solid understanding of SQL, rational databases, and normalization
• Competency in Excel (macros, pivot tables, formulas, etc.)
• SAS, SPSS, Python and/or R familiarity and modeling experience are highly desirable
• Previous experience in developing analytics/reporting/dashboards with Tableau or other visualization software preferred
• Strong ability to work independently with limited supervision, navigate ambiguity, and to prioritize effectively while managing multiple assignments, deliverables, and responsibilities
• Understand key Customer Experience data strategies, what data is needed, the technologies that support it, and how it elevates the customer, workforce and/or partner experience
• Have a basic understanding of customer data management, CX metrics (NPS, OSAT, Forrester, etc.), customer decisioning via AI/ML, and closed-loop feedback best practices
• Comfortable interacting regularly with technical subject matter experts and business owners of varying organizational levels
• Health care knowledge with experience in Marketing, Digital, and Customer Experience data highly desirable
• Knowledge of customer experience programs and surveys is a plus

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