Director of Customer Insights jobs in Maryland

SCI Summary: SCI supports people with disabilities, behavioral challenges, medically complex needs, transitioning youth, the elderly, and other populations using Maryland Department of Health's Targeted Case Management and Supports Planning work models as well as a concierge level geriatric care management and care partner model.

Position Summary: As the Director of Insights, you will play a pivotal role in driving transformative change within our organization. Your work will help to unlock new opportunities, generate groundbreaking ideas, and propel the organization toward a future of sustained person-centered excellence. Leveraging your strong analytical skills, you will be responsible for developing reports, dashboards, and models that contribute to critical business decisions. This role demands a deep understanding of data analysis, problem-solving, a proactive approach to identifying opportunities for innovation, and the ability to present these findings to executive leadership.

SCI Team Member Expectations: All SCI team members are expected to: Ensure services provided follow the organization's mission statement, core operating values and policies and procedures. follow HIPAA, confidentiality and security procedures and principles; collaborate with peers, leadership, and support areas of the organization; actively participate in and contribute to leadership and other staff meetings and trainings; maintains compliance with federal, state, and local employment laws and regulations; follow self-direction and person-centered planning procedures and philosophy; and to foster a culture that values diversity.

Essential Duties:

• Develop and leverage Business Data to develop routine and ad hoc analytics reporting, visuals, and dashboards to uncover insights about the health of the business and partner with key stakeholders to improve performance. Users of Business Intelligence reporting include but are not limited to SCI's Board of Directors (BOD), Executive Leadership Team (ELT), Senior Leadership Team (SLT), Programs Leadership, and our Quality, Compliance, and Risk Management Committee.
• Develop deep understanding of organizational data to produce accurate, up-to-date, self-service  dashboards for varying levels of leadership that highlight opportunities for enhanced efficiency, quality, and customer outcomes.
• Communicate complex analytical concepts and processes to leaders.
• Maintain data integrity, collaborating with cross-functional teams to define data integrity and data quality metrics and address data-related challenges and improvements.
• Translate business problems into a clear analytics workplan with appropriate solutions for execution that will drive meaningful results.
• Proactively partner across functional areas for shared learning and continued elevation of SCI's analytics practice.
• Continuously analyze and identify critical business trends, risks, and opportunities to inform and influence strategic decision-making processes that deliver material business impact.
• Serve as a voting member of our internal Quality, Compliance, and Risk Management Committee.

Supervisory Duties:

• Supervise Team Members as specified, such as Data Scientist, Reporting Analyst, and other designated technical and non-technical roles.
• Work collaboratively with Team Members to identify and achieve professional development goals

Education Required:

• Bachelor's degree in a relevant field (e.g., business, technology, data science. etc.). An advanced degree (e.g., MBA) is preferred.

Experience Required:

• Seven (7) or more years of current progressive, operational experience in Business Intelligence, Data Science, Technical Program Management, or similar. Experience in healthcare, case management, clinical research, or other closely related field preferred.
• Three (3) or more years of senior level leadership/management experience
• Experience building out and/or scaling an existing Business Intelligence and/or Analytics function
• Experience leading process improvement initiatives and business process documentation
• Excellent computer skills with knowledge of Microsoft Office Suite, including MS Project, PowerBI or similar data visualization studio, PowerApps, and a demonstrated ability to learn new technology

SCI Value Related Competencies:

• People Come First (Customer Focus): Thinks and acts with people we support in mind when making decisions. Dedicated to meeting the expectations and requirements of internal and external shareholders, uses information and feedback to improve services.

• Building Relationships and Connections: Interpersonal savvy. Relates to all kinds of people. Builds appropriate rapport, uses diplomacy and tact, diffuses high-tension situations comfortably. Establishes and maintains meaningful connections within the community and the organization (internal and external stakeholders)

• Education (Informing Others): Quickly finds common ground to solve problems. Is seen as a cooperative team player. Provides coaching and mentoring to team members. Consistent communicator, provides team members with the tools they need to perform their jobs in a timely manner. Explores all available options to make the best decision for internal and external holders

• Diversity: Values, appreciates and honors the ways in which cultural differences can create value in organizations.  Is service oriented: Demonstrates a commitment to the philosophies for services and the goal of independence for the people we serve. Raises awareness in communities to appreciate the similarities and unique gifts of each person. Interacts with all kinds of team members equitably, deals effectively with all races, nationalities, cultures, disabilities, ages, and genders, supports equal and fair treatment and opportunity for all.
• Driving Solutions (Perseverance): Pursues all initiatives with energy, drive, and the goal to succeed.

Job-Specific Competencies:

• Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm

• Balances Stakeholders: Anticipating and balancing the needs of multiple stakeholders

• Builds Effective Teams: Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals

• Business Insight: Applying knowledge of business and the marketplace to advance the organization's goals

• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives

• Cultivates Innovation: Creating new and better ways for the organization to be successful

• Decision Quality: Making good and timely decisions that keep the organization moving forward

• Directs Work: Providing direction, delegating, and removing obstacles to get work done

• Drives Engagement: Creating a climate where people are motivated to do their best to help the organization achieve its objectives

• Drives Results: Consistently achieving results, even under tough circumstances

• Ensures Accountability: Holding self and others accountable to meet commitments

• Instills Trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity

• Manages Complexity: Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems

• Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder

• Tech Savvy: Anticipating and adopting innovations in business - building digital and technology applications

Physical Demands: Generally, presents standard office environment.  Must be able to remain in a stationary position >95% of the time. Continually operates a computer, keyboard and mouse, and other office productivity machinery, such as a calculator, copy machine, printer, and mobile Smartphone device. Constantly positions self to comfortably maintain computer equipment.  May occasionally be required to move about in an office setting or position office equipment weighing between 10-25 pounds.  Vision abilities required by this job include close vision. Ability to operate a motor vehicle. The person in this position frequently communicates with other people. Must be able to exchange accurate information in these situations.

IT Roles must be able to position self to maintain computers and equipment, including under desks and in server room(s). Frequently moves equipment weighing up to 50 pounds.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.  This job description is subject to change at any time.