Consumer Experience Analyst
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Job Location:
Virginia Beach, VA - USA
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
City/State
Virginia Beach VAWork Shift
First (Days)Overview:
Consumer Experience Analyst
Journey Analyst Consumer Experience
Were looking for someone who is passionate about improving how consumers experience healthcare and health plans at Sentara. As a Journey Analyst you will play a critical hands-on role in mapping consumer journeys identifying patient and member pain points closing knowledge gaps and collaborating on pilot solutions across care delivery and health plan experiences.
Youll work closely with our Consumer Experience Journey Management team to conduct interviews synthesize findings build refine and maintain journey maps and drive the day-to-day execution of improvement efforts. This role is ideal for someone who enjoys solving problems and working across teams to untangle the complex challenges that accompany the holistic end-to-end healthcare experience.
Responsibilities
Coordinate and conduct stakeholder interviews with health plan and care delivery subject matter experts to fill gaps in consumer journey understanding
Document and refine patient and member journey maps service blueprints and supporting artifacts
Identify and articulate journey pain points inclusive of operational technological or organizational areas of abrasion and ideate solutions with cross-functional teams
Support the execution of specifically selected pilot solutions tied to prioritized journey improvements
Collect and synthesize key journey data points including experience and operational metrics (e.g. CSAT CES NPS KPIs)
Prepare clear summaries insights and readouts for journey working sessions
Preferred Qualifications
2-4 years of relevant experience within healthcare managed care or related industries
Familiarity with healthcare delivery and/or health plan operations (or strong ability to learn quickly)
Working knowledge of primary consumer experience principles such as: journey mapping service design UX research etc.
Strong synthesis skills including ability to turn multiple inputs and outputs into clear insights and usable artifacts
Comfortable working in cross-functional environments with varying levels of structure
Strong written and oral communication skills
A hybrid work schedule at 1330 Sentara Park is preferred but possibility for Remote opportunity will be review
Education
- Bachelors Level Degree
Certification/Licensure
- no specific certification or licensure requirements
Experience
- Bachelor Level Degree
- 2-4 years relevant experience/healthcare managed care or related industries strongly desired
- Excellent customer service skills
- Excellent communication skills
- Prepare clear summaries insights and readouts for journey working sessions
Legal Resources Plan
Colleagues have the opportunity to earn an annual discretionary bonus ifestablished system and employee eligibility criteria is met.
Sentara Health is an equal opportunity employer and prides itself on the diversity and inclusiveness of its close to an almost 30000-member workforce. Diversity inclusion and belonging is a guiding principle of the organization to ensure its workforce reflects the communities it serves.
In support of our mission to improve health every day this is a tobacco-free environment.
For positions that are available as remote work Sentara Health employs associates in the following states:
Alabama Delaware Florida Georgia Idaho Indiana Kansas Louisiana Maine Maryland Minnesota Nebraska Nevada New Hampshire North Carolina North Dakota Ohio Oklahoma Pennsylvania South Carolina South Dakota Tennessee Texas Utah Virginia Washington West Virginia Wisconsin and Wyoming.
Required Experience:
IC
Key Skills
- Computer Science
- user experience
- User Interface
- SME
- CSS
- Interaction Design
- Windows
- Android
- Usability Studies
- Visual Design
- HTML
- User Research
- JavaScript
- Web Services
- Wireframes
About Company
Sentara Health, is an integrated, not-for-profit health care delivery system in Virginia and North Carolina. Sentara improves health everyday.
