Customer Insights Analyst
The Customer Insights Analyst 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, General Agents, and Brokers. This Customer Insights Analyst will be primarily focused on collecting both quantitative and qualitative research by facilitating customer communities and forums, and will be acting as a connector for Market Insights by providing insights and recommendations based on a combination of research and strategy. This individual will act as a liaison to our Customer and User Experience partners to help identify and collect the sources of insights needed to enable customer growth and retention.
Responsibilities:
- Executes within the Customer Insights to define and refine research plans, which could include interview guides, questionnaire design, survey tools, SME conversations, surveys and more
- Partners with Marketing and Sales stakeholder teams to support insights needs and analysis
- Serves as the team's steward of insights and liaison to drive delivery of strategic programs across the organization
- Collaborate with Digital Operations and Technology teams for executing quantitative research
- Conduct research and statistical analyses; work with large data sets to predict and test statistical market patterns
- Provide clear, data-driven insights to support business and operational decisions
- This list is not all-inclusive and you are expected to perform other duties as requested or assigned
Qualifications:
- At least 2 years of experience in Market Research/Customer Insights with Bachelor's degree
- Experienced in data analysis and collection tools such as Power BI, Excel, SPSS, Qualtrics and/or similar
- Develop mailing lists for surveys and notifications using internal database for appropriate targeting and modeling
- Utilize Excel to pull and sort data: pivot tables & charts, complex sorts, VLOOKUP, INDEX + MATCH, conditional formatting, etc.
- Analysis and visualization of quantitative data (e.g., charting and analyzing survey results, statistical significance)
- Ability to program survey tools in research software (using Qualtrics preferably)
- Responsibility for project timelines, milestones, and client communication
- 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
- 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
Base Pay Information
The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental's assessment of the candidate's knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity.
Pay Grade 19. $63,700 - $133,500
Additional Information:
Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:
- Competitive base and incentive pay
- 401(k) with robust matching and non-matching contributions
- Rich medical & pharmacy benefits
- 100% employer-paid dental and vision benefits
- Holistic wellbeing program with deep financial incentives
- Generous paid time off plus 12 paid holidays and your birthday off
- Culture of growth and learning: career development; tuition reimbursement; recognition program
- Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
- Social responsibility and volunteer opportunities
- Employee discount program
Fair Chance Ordinances and Criminal Background Considerations
This position requires that the applicant undergo a background check. Qualified applicants with arrest or conviction records will be considered for employment in accordance with any applicable federal, state or local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and/or New York Corrections Law Article 23-A.
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