Voc Insights Lead Jobs

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Revenue Cycle's new Patient & Market Experience group (PME) is building an Experience Management practice to better meet patient needs and transform experiences.Help PME meet patient expectations, wow customers by turning around negative experiences and even identify the fixes to problems before they happen through predictive investigative work.

The Voice of the Customer, Insight experience analyzing data from multiple sources (particularly survey data in the Customer Listening platform) and using a range of analytics methods, will identify insights with the biggest implications to Revenue Cycle and craft a story of the data in a way that inspires action. The Senior Analyst will be responsible for understanding customer sentiment and feedback across multiple touch points, moments of truth, and journeys. This person will both individually and, in partnership with the VoC team, surface pain points and emerging trends for root cause analysis. They will also conduct analysis on the direct customer feedback to identify trends and assign value to the insights for prioritization and action.

Providence caregivers are not simply valued – they’re invaluable. Join our team atRevenue Cycle Business Servicesand thrive in our culture of patient-focused, whole-person care built on understanding, commitment, and mutual respect. Your voice matters here, because we know that to inspire and retain the best people, we must empower them.

Required Qualifications:

• Bachelor's Degree in Business, Psychology, Marketing, Communications, Customer Research, Statistics, Data Science, Customer Experience, Health Sciences/Mgt/Equity or other related fields
• 2 yearsVoice of the Customer, Customer Exp Mgt, Research & Design program development - supporting and developing programs, building SME and driving insights to action efforts. Knowledge of experience metrics and design practices

Preferred Qualifications:

• 3 years hands-on experience with basic statistical techniques: profiling, correlation analysis, trend analysis, sizing/estimation, and basic segmentation
• 3 years experience analyzing complex sets of data and disseminating insights
• 3 years experience working with tools in the VOC and CX space (surveying, reporting, text, & speech analytics)
• Bilingual in English and Spanish languages
• Master's Degree in Business, Psychology, Marketing, Communications, Customer Research, Statistics, Data Science, Customer Experience, Health Sciences/Mgt/Equity or other related fields

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