San Francisco, California, California
Charleston, South Carolina, South Carolina
Gilbert, Arizona, Arizona
Miami, Florida
Posted: 11-May-24
Location: Dallas, Texas
Salary: Open
Categories:
Internal Number: 24007349rxv_54_1
JOB SUMMARY
As a Voice of the Customer Survey Analyst you will play a significant role in elevating user experiences and fostering innovation in our digital products and services. Your responsibilities will encompass actively contributing to the creation and implementation of user-centric solutions that enhance the overall user experience for patients, healthcare providers, and other stakeholders. Collaborating closely with fellow designers and researchers, you will be responsible for conducting qualitative research with our customers and providers. Your role will involve synthesizing research findings into valuable insights and recommendations. We're looking for a self-driven individual who can work seamlessly within a team, driven by the desire to positively impact people's lives.
This role has a compensation range of $74,776 (for minimum experience) - $130,624 (for very strong, tenured experience). Moderate experience usually scores around midpoint of $102,710.
ESSENTIAL FUNCTIONS OF THE ROLE
- Intake Survey requests
- Assess and design solutions to communicate VoC findings
- Design, program, and deploy surveys
- Support VoC and survey request backlog
- Support Customer Research, Customer Journey Teams and Customer Products (CS) teams
- Partner with CRT to identify the appropriate survey question types, formats, and methodologies.
- Develop consistent survey questionnaire structure and format standards
- Implementing mechanisms to share time-sensitive survey insights with the appropriate BSWH teams.
- Create project proposals including timelines and deliverables
- Collaborate with the Customer Research Team to align survey designs with experience metrics and data analysis requirements
- Data analysis and interpretation of findings
- Presenting findings and insights to multiple audiences
- Specialized survey design based on needs(e.g. MaxDiff programming and analysis, Conjoint programming and analysis, etc.)
- Questionnaires scale design
- Leverage VoC data to present insightful customer stories
- Ensuring data usage compliance (concerning open-ended text fields)
- Establishing protocols for handling and storing survey data in compliance with relevant regulations (e.g., ePHMRA, HIPAA)
- Documenting and maintaining comprehensive knowledge management documentation and repository for survey results, survey designs, programming codes, and data usage protocols.
KEY SUCCESS FACTORS
Exemplify a deep sense of empathy and relentless curiosity, seeking to uncover the intricacies of user motivations and behaviors.
Hold a bachelor's degree or equivalent experience in a relevant field like Human-Computer Interaction, Psychology, Cognitive Science, or a related discipline.
Present a track record of proven experience as a UX researcher, showcasing a portfolio with impactful research outcomes that have influenced product design and strategy.
Demonstrate expertise in conducting a variety of qualitative and quantitative research methods, including interviews, surveys, usability testing, card sorting, and heuristic evaluations.
Showcase proficiency in analyzing research data and synthesizing findings into actionable insights and recommendations.
Exhibit excellent communication skills, capable of effectively conveying research findings to both technical and non-technical stakeholders.
Possess a strong foundation in UX design principles and a clear understanding of how research shapes and guides design decisions.
While not obligatory, familiarity with healthcare industry trends, patient engagement, and regulations is advantageous.
Display proficiency in using UX research tools and software, leveraging platforms like UserTesting.com, Qualtrics, and other analytics tools.
Manage multiple research projects independently, adhering to deadlines while ensuring quality outcomes.
Collaborate effectively with cross-functional teams, contributing insights and collaborating seamlessly.
BENEFITS
Our competitive benefits package includes the following
- Immediate eligibility for health and welfare benefits
- 401(k) savings plan with dollar-for-dollar match up to 5%
- Tuition Reimbursement
- PTO accrual beginning Day 1
Note: Benefits may vary based upon position type and/or level
QUALIFICATIONS
- EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification
- EXPERIENCE - 2 Years of Experience