Job Location: United States
Job Description
This job will be a key contributor in the Market Insights team in support of defining the strategy and vision of Delta Dental’s stakeholder ecosystem. The ecosystem includes (but is not limited to) Members, Providers, Clients, Producers. The Senior Customer Insight Analyst will be focused on conducting both quantitative and qualitative research by facilitating customer surveys and forums. This analyst will act as a connector for Market Insights by providing broad reaching analysis and presentations to all levels of leadership throughout the company, and provide thought leadership to move their insights to action across the organization.
Responsibilities
- Executes within the Customer Insights Team to define and refine research plans, which could include interview guides, participant observation, survey tools, immersive research, SME conversations, surveys and more
- Partners with Marketing and Operations teams to support persona and cohort creation and analysis
- Partners with Customer Experience to support development of customer journey maps with insights and analyses
- Serves as the team’s steward of insights and liaison to drive delivery of strategic programs across the organization
- Stays current with and ensures alignment with marketplace trends, innovations within the industry and across other industries
- Identifies known and unknown customer needs and challenges through data analysis, primary and secondary research
- Collaborates with Creative, Branding and Marketing Technology teams for research campaign needs
- Manages repository of research studies and ensure historical context for new learning
- Mentors other Customer Insights team members in areas of sampling, statistical analysis, presentation, and dashboard creation
- Creates reports and analyzes data to identify solutions that meet business goals
- Analyzes current processes and identifies existing or potential problems in order to discover new process improvement opportunities
- This list is not all-inclusive and you are expected to perform other duties as requested or assigned
Qualifications
- 4+ years of experience with a Bachelor’s degree
- Experienced in data analysis and collection tools such as Tableau, Excel, SPSS, Qualtrics and/or similar
- Experienced in research fundamentals including fieldwork management, significance testing, descriptive statistics, crosstabs, etc.
- Knowledge of both qualitative and quantitative market research techniques
- Understanding of basic statistical analysis software
- Ability to program survey tools in research software
- Proficient in coordinating and managing multiple projects and stakeholders
- Ability to stay organized, meet timelines and keep various teams updated
- Ability to communicate the various complexities of the customer experience in a way that motivates design improvements and drives change
- Ability to build strong working relationships with cross-functional teams
- Ability to work collaboratively within a team to support varying priorities
- Ability to learn various aspects of the company to advocate and represent Market Insights across the business
- Curious and driven to understand data, trends and diagnose gaps in performance
- Proficient in coordinating and managing multiple projects and stakeholders, stay organized, meet timelines and keep various teams updated
- Understanding of, or willingness to learn, best practices in research methodology as it applies to customer experience design, as well as knowledge of key business functions like product development, customer service, operations, marketing and communication, sales enablement, technology, and process
Additional Information
Rewards to make you smile! We don’t just want to make our customers happy – we want to give our employees a reason to smile, too. Delta Dental’s comprehensive benefits package includes:
- Generous paid time off plus 12 holidays and your birthday off!
- Low-cost premium medical insurance options
- 100% paid dental and vision insurance
- Generous 401(k) matching and flat contribution
- Social responsibility and volunteer opportunities, including 16 paid volunteer hours annually
- Employee LiveWell program, focusing on overall employee well-being
- Fertility and diabetes benefits
- Employee discount program: AT&T/Verizon, entertainment, travel, and more!
- Culture of learning: career development and tuition reimbursement
- Career growth: we love promoting from within
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
About The Team
At Delta Dental, our success is only as strong as the people who execute it! We take enormous pride in being the nation’s most recognized and widely-used provider of dental insurance – and we’ve come this far by living our core values of innovation, excellence, service and trust. Our vision is to motivate and empower every employee so that we’re all inspired to take exceptional care of our customers, providers and ourselves. We believe in integrity, accountability, collaboration, and giving every employee equitable opportunity for their voice to be heard and development to be fostered.
If you’re excited about the prospect of transforming the future of health care and growing in your career, join our smile revolution!
To see some of the smiling faces behind Delta Dental and to learn more about what our values and culture look like in action, connect with us on social media: Delta Dental Ins. on Facebook and Instagram, #LifeatDDins on Facebook and Instagram, Delta Dental Ins. on Twitter and Delta Dental Ins. on LinkedIn.
We are part of the Delta Dental Plans Association, a network of companies that provides dental coverage to 74 million people in the U.S. Delta Dental of California, Delta Dental of New York, Inc., Delta Dental of Pennsylvania and Delta Dental Insurance Company, together with our affiliate companies, form one of the nation’s largest dental benefits delivery systems, covering 33 million enrollees. All of our companies are members, or affiliates of members, of the Delta Dental Plans Association, a network of 39 Delta Dental companies throughout the country.
Delta Dental is an equal opportunity employer. We are committed to building and maintaining a diverse and inclusive workplace for all employees. Applicants will not be discriminated against because of race, color, religion, creed, national origin, ancestry, citizenship status, sex (including pregnancy), sexual orientation, gender or identity expression, age, disability, marital status, medical status, veteran status or any other status protected under federal, state, or local law. In addition to federal law requirements, Delta Dental complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Unfortunately, our Delta Dental Enterprise is unable to hire individuals residing in Alaska, North Dakota, Nebraska, Hawaii, Oklahoma, Vermont, Maine, West Virginia, New Hampshire, Wyoming, Puerto Rico or other US Territories at this time.
Proof of eligibility to work in the United States must be provided if selected for hire.
Delta Dental* has enacted a COVID-19 vaccination policy to protect all employees and the communities we serve due to the ongoing impacts of the COVID-19 pandemic. Accordingly, we require all employees to be fully vaccinated for COVID-19. Are you able to comply with our policy of being fully vaccinated by your start date if an offer is made or have a medical or sincerely held religious exemption for receiving a COVID-19 vaccine? Failure to comply with our policy and submit proof of compliance or receive approval for a valid medical or sincerely held religious belief exemption prior to your start date will nullify any offer of employment extended to you.
- Delta Dental includes: Delta Dental of California, Delta Dental Insurance Company, Delta Dental of Pennsylvania, and Delta Dental of New York
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