Customer Experience, VoC Senior Analyst

JOB SUMMARY

We are seeking an experienced VoC Senior Analyst within our Voice of Customer team focused on managing the build, deployment and implementation of digital intercepts across product, digital and customer experience stakeholders. This role supports the Digital Intercept Program by managing operational execution across the intercept lifecycle, including build, deployment, QA/testing, dashboard maintenance, monitoring, documentation, and tactical optimization; you will partner closely with the Digital Intercept Strategy Lead to support program scalability, data quality, and consistent execution across digital feedback initiatives.

In addition, the candidate will have experience in general survey design and execution; these surveys either collect insights as standalone projects or serve the basis for intercept collection - intercepts are crucial for gathering real-time customer CX feedback metrics (e.g., CSAT, CES). The ideal candidate will have experience coordinating intercept deployment and collaborating with cross-functional teams - including VoC program managers, operations, patient experience managers, engineers, software developers, and product managers. You'll help to ensure the seamless deployment and operation of these feedback mechanisms to drive customer-centric solutions that contribute to exceptional healthcare experiences.

This role is remote for candidates that do not reside within the DFW area. For candidates in the DFW area, this position is hybrid.

TOP-LINE RESPONSIBILITIES:

• Support intercept deployment and implementation, while coordinating QA/testing for technical configuration and embedded data.
• Audit intercepts and dashboards on recurring cadence; maintain documentation and intercept inventory.
• Maintain Qualtrics dashboards and reporting configurations, including active support with Dedicated Voice of Customer Leads on monitoring CX performance (insight signals, response rates, completion rates, and data quality).
• Track intake through launch lifecycle - from stakeholder input to intercept rollout and measuring.
• Support tactical optimization recommendations and partner with Dev/Eng teams on implementation troubleshooting.
• Support VoC program activities that help showcase insights & signals to leadership and stakeholders - includes CX performance readouts, measurement strategy for post-launch evaluation, monthly top trends, and business-level understanding of customer-specific requests.

KEY RESPONSIBILITIES:

Intercept Deployment and Management:

• Oversee implementation and maintenance of VoC intercepts across digital platforms -- intercept readiness via intake generation.
• Collaborate with engineer and development teams to ensure technical feasibility and optimal performance of intercept tools.
• Monitor the quality of intercept performance and troubleshoot issues to improve the accuracy of continuous data collection; includes identifying escalation paths from risks and troubleshooting.
• Manage QA testing / technical configuration (through deployment and implementation).

Intercept Platform Health and Optimization:

• Maintain and optimize the hosting platform in partnership with program strategy lead (e.g., Qualtrics) to ensure stable, efficient, and scalable intercept deployment.
• Manage Qualtrics dashboard maintenance (initial build, active dashboards, configuring the right data presentment, etc.); includes auditing surveys routinely to ensure it is implemented as intended and determine when to turn intercepts on/off (active vs. inactive).
• Identify opportunities to enhance intercept hosting, including workflow automation, performance improvements, and system integrations.
• Work with analytics and engineering teams to streamline reporting mechanisms, ensuring that data visualization and insight delivery are as efficient and effective as possible.

Cross-Functional Collaboration:

• Stakeholder relationship management: risk mitigation and alignment.
• Communicate customer feedback insights to internal customer experience teams plus stakeholders and partner with program strategy lead on facilitating data-driven decision-making.
• Coordinate with analytics teams to share and interpret feedback data to identify actionable insights.

Process Optimization:

• Develop and refine processes for efficient VoC data collection and analysis; tactical / process recommendations (optimizations).
• Implement best practices for intercept survey design, targeting, and deployment to maximize response rates and data quality.
• Stay informed about industry trends and emerging technologies to enhance VoC strategies; keep pulse on AI capabilities to help scale and drive efficiencies for build and measurement.

Reporting and Analysis:

• Create comprehensive reports and dashboards to visualize customer feedback metrics; support strategy lead in presenting findings to senior leadership, highlighting key trends and areas for improvement.
• Track the impact of implemented changes on customer satisfaction and operational performance; includes supporting a rigorous testing plan across the intercept lifecycle.
• Lead post-launch preliminary analysis after intercepts are implemented, ensuring a clean hand-off from roll out to initial analysis for the initial 60-days (pre-vs-post evaluation).

Survey Design and Execution:

• Select and implement survey question types, formats, and methodologies, ensuring consistency and alignment with transactional and experience metrics with data analysis needs.
• Support survey design and execution for digital intercepts, including question design, logic testing, embedded data, and alignment with VoC measurement standards.

VoC Program Activities:

• Monitor CX performance and scorecards; partner with VoC Dedicated Leads to generate the proper storytelling and measurement impact.
• Lead-and-support development of key program readouts and content; active role in shaping how insights, trends, and signals are communicated and presented to external stakeholders.

KEY QUALIFICATIONS:

Experience:

• 5-7+ years of experience in customer experience management, Voice of Customer programs, customer experience analytics or related roles.
• Proven track record of managing digital feedback tools and platforms.
• Experience collaborating with technical teams and understanding web/app development processes.

Skills:

• Strong analytical skills with the ability to interpret complex data sets.
• Excellent communication and interpersonal skills.
• Proficiency in VoC tools (e.g., Qualtrics, Medallia) and data visualization software.
• Ability to manage multiple projects simultaneously and meet deadlines.

PREFERRED QUALIFICATIONS:

• Familiarity with healthcare industry standards and patient feedback mechanisms.
• Knowledge of regulations in managing data privacy, PII, and PHI, and best practices in customer feedback collection.

About Us

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values are:

• We serve faithfully by doing what''s right with a joyful heart.
• We never settle by constantly striving for better.
• We are in it together by supporting one another and those we serve.
• We make an impact by taking initiative and delivering exceptional experience.

Benefits

Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

• Immediate eligibility for health and welfare benefits
• 401(k) savings plan with dollar-for-dollar match up to 5%
• Tuition Reimbursement
• PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level.

Belonging Statement

We believe that all people should feel welcomed, valued and supported.

QUALIFICATIONS

• EDUCATION - Bachelor''s or 4 years of work experience above the minimum qualification
• EXPERIENCE - 5 Years of Experience