Customer Insight Strategy Analyst

McKesson is seeking a Customer Insights Strategy Analyst to be responsible for technical management and analytic support of PSAS’s Net Promoter Score Program, developing data-visualizations, performing statistical analyses, and providing insights on market research. This person will work in the customer insights and success team as a SME, deriving actionable customer insights from various datasets in McKesson’s Pharmaceutical Solutions and Services business.

Position Description

• Frame findings and develop presentations to communicate results found in analytic efforts
• Provide actionable insights based on qualitative and quantitative research
• Leverage Voice of Customer and operational data to develop insights and identify key drivers impacting customer satisfaction for diverse stakeholders and sales segments
• Research healthcare market conditions impacting community pharmacy, health systems and retail pharmacies including current customers, prospects, and key competitors
• Partner with stakeholders to create systems that measure the engagement of customers
• Work collaboratively with multiple business units to support demanding analytical
• Work with a variety of data formats, ranging from flat files (text, csv, xls, etc.) to data sets spanning millions of rows of transactional data on large databases and take responsibility for checking the quality of data sources
• Pull and integrate data from disparate sources, writing code to clean the data in preparation for modelling
• Conduct descriptive and exploratory analyses on data to help drive insights and opportunities for program owners and business units
• Work to accommodate both planned and ad-hoc analytics requests
• Partner with McKesson business units to leverage supported technologies in an effort to share best practices and knowledge
• Quality control for the Net Promoter Score program and key liaison to support various business units
• Works closely with Customer Operations to identify knowledge gaps and put plan of action in place to ensure a level of consistency across all teams
• Analyze operational, customer, and financial data, alongside some of the world's largest customer feedback datasets, to advise clients on best practices for driving customer-centricity, resulting in improved customer experience and increases in customer loyalty.
• Create data visualizations around voice of customer insights and partner with internal teams to produce Tableau and Power BI dashboards
• Subject matter expert for Net Promoter Score data infrastructure and systems

Technical Skill Requirements

• Knowledge or eagerness to learn one or more statistical software packages (e.g. R, Python, STATA, etc.), reporting packages (Tableau, Power BI etc.) and database management (SQL etc.)
• Advanced PC skills: Proficient in Microsoft Office including Word, Excel, (v-look ups, pivots, If statements, charts, graphs) and PowerPoint
• Analytical and problem-solving skills. Ability to formulate hypotheses, search for patterns, and find the story in the data
• Familiarity with regression-based analysis
• Strong communication and interpersonal skills
• Intellectual curiosity and empathy
• Data analysis experience: ability to execute complex analysis and synthesize into a storyline to socialize, influence and drive action across the organization
• Experience with quality checking data sources and executing methods to maintain high quality of analytic datasets
• Adept at queries, report writing and presenting findings
• Experience with Salesforce, Qualtrics, Medallia, or similar

Additional Knowledge & Skills

• Demonstrates personal commitment and drive to meet or exceed objectives
• Self-motivated, organized, and capable of pro-actively identifying, sourcing, and handling multiple initiatives at one given time to successful completion
• Must be a team player and willing to work in a changing environment

Minimum Requirements

• 5+ Years of Data Analysis or Market Research Experience
• 4-year degree in related field or equivalent experience