Voice of the Customer, Insights Lead *Remote

Description

Providence St. Joseph Health is calling a Voice of the Customer, Insights Lead to work remotely within our footprint states: AK, CA, MT, OR, TX and/or WA. This position has multiple openings.

Revenue Cycle's new Patient & Market Experience group (PME) is building an Experience Management practice to better meet patient needs and transform experiences. Help PME meet patient expectations, wow customers by turning around negative experiences and even identify the fixes to problems before they happen through predictive investigative work.

The Voice of the Customer, Insight experience analyzing data from multiple sources (particularly survey data in the Customer Listening platform) and using a range of analytics methods, will identify insights with the biggest implications to Revenue Cycle and craft a story of the data in a way that inspires action. The Senior Analyst will be responsible for understanding customer sentiment and feedback across multiple touch points, moments of truth, and journeys. This person will both individually and, in partnership with the VoC team, surface pain points and emerging trends for root cause analysis. They will also conduct analysis on the direct customer feedback to identify trends and assign value to the insights for prioritization and action.

Providence caregivers are not simply valued – they’re invaluable. Join our team at Revenue Cycle Business Services and thrive in our culture of patient-focused, whole-person care built on understanding, commitment, and mutual respect. Your voice matters here, because we know that to inspire and retain the best people, we must empower them.

Required Qualifications:

• Bachelor's Degree in Business, Psychology, Marketing, Communications, Customer Research, Statistics, Data Science, Customer Experience, Health Sciences/Mgt/Equity or other related fields
• 2 years Voice of the Customer, Customer Exp Mgt, Research & Design program development - supporting and developing programs, building SME and driving insights to action efforts. Knowledge of experience metrics and design practices

Preferred Qualifications:

• Bilingual in English and Spanish languages
• Master's Degree in Business, Psychology, Marketing, Communications, Customer Research, Statistics, Data Science, Customer Experience, Health Sciences/Mgt/Equity or other related fields
• 3 years experience working with tools in the VOC and CX space (surveying, reporting, text, & speech analytics)
• 3 years experience analyzing complex sets of data and disseminating insights
• 3 years hands-on experience with basic statistical techniques: profiling, correlation analysis, trend analysis, sizing/estimation, and basic segmentation

Salary range:

NorCal (Napa, Sonoma)

Min: $33.89, Max: $53.92

Southern California, NorCal (Humboldt) Alaska (Kodiak, Seward, Valdez)

Min: $30.21, Max: $48.06

WA Puget Sound Oregon (Portland) Alaska (Anchorage)

Min: $28.98, Max: $46.10

Oregon (Hood River, Medford, Seaside)

Min: $27.02 Max: $42.98

Eastern Washington (Richland, Spokane, Walla Walla)

Min: $25.79, Max: $41.02

Montana

Min:$23.33, Max: $37.12

Texas

Min:$22.10, Max: $35.16

Why Join Providence?

Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally and achieving financial security. We take care of you, so you can focus on delivering our Mission of caring for everyone, especially the most vulnerable in our communities.

About Providence

At Providence, our strength lies in Our Promise of “Know me, care for me, ease my way.” Working at our family of organizations means that regardless of your role, we’ll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable.

The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.

Check out our benefits page for more information about our Benefits and Rewards.

About the Team

Providence Shared Services is a service line within Providence that provides a variety of functional and system support services for our family of organizations across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

We are committed to the principle that every workforce member has the right to work in surroundings that are free from all forms of unlawful discrimination and harassment.

We are committed to cultural diversity and equal employment for all individuals. It is our policy to recruit, hire, promote, compensate, transfer, train, retain, terminate, and make all other employment-related decisions without regard to race, color, religious creed (including religious dress and grooming practices), national origin (including certain language use restrictions), ancestry, disability (mental and physical including HIV and AIDS), medical condition (including cancer and genetic characteristics), genetic information, marital status, age, sex (which includes pregnancy, childbirth, breastfeeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, genetic information, and military and veteran status or any other applicable legally protected status. We will also provide reasonable accommodation to known physical or mental limitations of an otherwise qualified caregiver or applicant for employment, unless the accommodation would impose undue hardship on the operation of our business.

We are a community where all people, regardless of differences, are welcome, secure, and valued. We value respect, appreciation, collaboration, diversity, and a shared commitment to serving our communities. We expect that all workforce members in our community will act in ways which reflect a commitment to and accountability for, racial and social justice and equality in the workplace. As such, we will maintain a workplace free of discrimination and harassment based on any applicable legally protected status. We also expect that all workforce members will maintain a positive workplace free from any unacceptable conduct which creates an intimidating, hostile, or offensive work environment.

Requsition ID: 215013

Company: Providence Jobs

Job Category: Strategy & Planning

Job Function: Administration

Job Schedule: Full time

Job Shift:

Career Track:

Department: 4001 SS RC PATIENT ME ADM 1

Address: WA Renton 1801 Lind Ave SW

Pay Range: $See posting - $See posting

The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.

Check out our benefits page for more information about our Benefits and Rewards.

Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

Salary : $34 - $54