Data Reporting and Analytics Consultant IV, Customer Experience

In addition to the responsibilities listed below, this position is responsible for analyzing, internally managing, and reporting customer (including patient, member, prospective member, employer, broker, and consultant) data; designing human-centered research studies; conducting complex qualitative and quantitative analysis; synthesizing qualitative and quantitative data; and communicating with patient/customer to capture survey data. This position is also responsible for designing, facilitating, and analyzing results from focus group; researching, testing, and employing research innovations for improving ability to capture the voice of the customer; keeping current on industry, standards, and regulatory/compliance issues within assigned areas; and providing education and consultation on these issues to customers.

Consumers are at the center of all our activities. Data plays a central role in our decision-making process, and analytics are essential for fostering an insights-driven decision-making approach and culture. By joining the Health Plan Service and Performance Improvement (Experience Management) team, you will be part of our mission to reduce customer effort, enhance satisfaction and overall experience, boost brand loyalty, and improve efficiency across various touchpoints within health plans. Our journey towards this effortless experience commences with actionable insights. We provide the essential ingredients of data fluency. You will help us in empowering our stakeholders and partners to gain an in-depth understanding of the end-to-end experiences and needs of our consumers and guide them towards better insights-driven decision-making.

As a Customer Experience Data Reporting and Analytics Consultant IV, you will contribute to this objective by designing, facilitating, collecting data, and analyzing the results from employee and customer focus groups, listening studies, surveys, social listening, and other sources. You will be providing analytic support and consulting to our stakeholders by translating cross-channel structured and unstructured data into actionable insights via research, analysis, data visualization, storytelling, facilitating discussions, and recommendations. This includes identification of improvement opportunities, enabling consumer and employee centric decision-making, helping to focus our consumer experience (CX) and employee experience (EX) initiatives on the areas of greatest impact to ensures delivery of service excellence, and tracking and measuring progress. Some examples include improving the sales, enrollment, onboarding, and offboarding experiences, utilization of our health care services, and digital self-service capabilities. This also includes supporting the development and maintenance of an extensive collection of customer experience artifacts for leaders and experience owners.

Below are some recent examples of completed work that the individual selected for this role can expect to support:

• Facilitation of a listening study to gather contextual and qualitative data to better understand member needs and experience around a specific benefit,. Key tasks included identification of population, selection of statistically representative sample, creation of data collection tracker/documentation, recruitment, and management of the resources during data collection. At end of data collection, clean, analyze and visualize data to work with stakeholders to understand and apply insights via storytelling.


• Integration of the voice of the member within Health Plan function by hosting a monthly listening session. Key tasks included identification of topics of interest, working with subject matter experts to augment content, selection of voice of the customer artifacts related to the topic, development of presentation materials, and hosting the listening presentation and facilitation of the discussion with 100+ attendees.


• Consolidation of non-solicited and transactional data with survey results completed by Kaiser Permanente members after an interaction with Member Services to identify opportunities to improve the member experience and reduce effort. Disseminate results through dashboards (Tableau and Power BI) and/or standalone reports and PowerPoint presentations.


• Development of ad hoc surveys to better understand the member experience related with health plan administration functions, which includes generation of lists of members eligible for the survey (i.e., survey sample), development of survey questions, program surveys, and analysis of results to identify actionable insights for business partners.


• Analysis of member feedback on social media about a particular plan type. Utilized analytics tools to categorize posts and mentions, including volume and time series data. Grouped information into various topic clusters with illustrative examples to amplify the voice of the customers and assist stakeholders in identifying opportunities.

To be successful, you should be flexible and comfortable with change, take initiative, implement strategic thinking, use critical analysis skills, and solve problems independently with an insights-driven approach. Additionally, effective cross-functional collaboration, strong communication, storytelling, and influencing skills are essential for building relationships, and communicating insights to various stakeholders throughout the organization.

Essential Responsibilities:

• Practices self-development and promotes learning in others by proactively providing information, resources, advice, and expertise with coworkers and customers; building relationships with cross-functional stakeholders; influencing others through technical explanations and examples; adapting to competing demands and new responsibilities; listening and responding to, seeking, and addressing performance feedback; providing feedback to others; creating and executing plans to capitalize on strengths and develop weaknesses; supporting team collaboration; and adapting to and learning from change, difficulties, and feedback.


• Completes work assignments and supports business-specific projects by applying expertise in subject area; supporting the development of work plans to meet business priorities and deadlines; ensuring team follows all procedures and policies; coordinating resources to accomplish priorities and deadlines; collaborating cross-functionally to make effective business decisions; solving complex problems; escalating high priority issues or risks as appropriate; and recognizing and capitalizing on improvement opportunities.


• Executes creative data analytic approaches leading to actionable outcomes by defining and calculating metrics to be analyzed; defining, calculating, and validating algorithms; and conducting analyses, including descriptive, correlational, inferential, and/or predictive statistics.


• Develops, implements, and automates business and reporting solutions by working with stakeholders in their design, planning, and implementation while ensuring consistency and coherency; evaluating and summarizing data and results; creating summary statistics; developing data reports, visualizations, and/or interactive Business Intelligence (BI) reports; reporting to stakeholders on key findings; identifying needs for the development and implementation of additional reporting solutions; and preparing documentation as appropriate.


• Interprets data analyses by applying findings to contextual settings; and developing insights, reports, and presentations telling a compelling story to stakeholders to enable and influence decision making; and providing context related to data interpretations and/or limitations as appropriate.


• Drives strategic data-informed decisions by consulting with clients to identify and clarify key business needs; developing outcomes and process measures; translating business requirements; determining data/information needs and data collection methods; developing analysis plans; measuring the impact of business decisions on clients, customers, and/or members; working with clients and staff to identify opportunities and methods to improve efficiencies with analysis; supporting and training end-users; and documenting processes and deliverables.


• Gathers data and information on targeted variables in an established systematic fashion by validating data sources; querying, merging, and extracting data across sources; completing routine data refresh and update; developing and/or delivering tools for electronic data collection; and providing user training, support, and documentation.


• Develops analytical and/or statistical models enabling informed business decisions by determining data and analytical requirements; creating models leading to actionable insights; and testing, refining, and validating models.


• Prepares data for analytic efforts by integrating and consolidating data; ensuring data quality and accuracy; profiling data inaccuracies and recommending process improvements or system changes to enhance overall quality of the data; and cleaning and creating final data set(s) for analysis.