Sr. Experience Analyst - Full time - Detroit

GENERAL SUMMARY:

The Senior Analyst - Experience Analytics will listen to customers by translating data into strategic insights that improve experience across the end-to-end customer journey. This role will perform fascinating and complex project work that supports the Experience Insights and Analytics team. Your skills will be used to developing dashboards using multiple data sources, create insightful reports that illuminate the patient journey and guide strategic improvement efforts. The senior analyst will also conduct routine training of division team members to ensure measurement needs are met. The analyst thrives working independently and enjoys using data to effectively tell our patient journey story to help colleagues make informed strategy decisions.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

• Develop metrics that that truly impact Henry Ford Health customers loyalty.
• Create scalable, innovative approaches to extract, manage, and analyze data from customers.
• Connect analytics with overarching business questions and understand the link between brand strategy and analytic insights.
• Design and deliver meaningful dashboards.
• Partner with IT and external agencies to develop an efficient process for reporting and analytics.
• Create monthly reports that include multiple data sources, prepare recommendations, and monitor the effectiveness of recommendations post-implementation.
• Lead projects for experience insights and analytics initiatives.
• Lead the design and implementation of complex surveys using advanced survey tools, ensuring data accuracy and alignment with strategic goals.
• Oversee the design and development of comprehensive surveys utilizing advanced survey tools, ensuring precise data collection and alignment with project goals.
• Responsible for data management from various sources; including warehousing survey responses, and handling provider and location listings.
• Monitor website tracking tools, making sure customer data is updated regularly.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Highly analytical and able to tell a story with data.
• Excellent verbal and written communications skills when working with cross-functional teammates.
• Enjoy working cross collaboratively with a variety of co-workers, ranging from directors to doctors.
• Understand large datasets and be comfortable analyzing according to organizational goals.
• Knowledge of visualization in PowerBI, Tableau, PowerPivot, Excel, Web Analytics and Google Analytics, Looker Studio.
• Self-directed and organized with strong attention to detail.
• Proficiency in visualization tools and SQL.

SKILLS PREFERRED:

• Deep understanding of web-related behaviors and trends and ability to optimize for these.
• Knowledge of surveying methodology.
• Database concepts knowledge.
• Solid understanding of the sales and marketing funnel to drive effective content generation throughout the sales process.
• Project management experience with a focus on cross-functional workgroups.

EDUCATION/EXPERIENCE REQUIRED:

• Bachelor's degree, required. Master's degree, preferred
• 3-5 years of experience in data analytics, required
• Minimum of 2 years leading complex projects. (e.g., cross-functional workgroups), required.

Additional Information

• Organization: Corporate Services
• Department: CX Insights and Analytics
• Shift: Day Job
• Union Code: Not Applicable