CSC Survey Specialist

Blue Cross and Blue Shield of Kansas•Topeka, KS

40d•Hybrid

About The Position

The CSC Survey Coordinator is a member of the Customer Service team that will be responsible for visualizing insights from surveys to improve member experience driving world class service and first call resolution. This position will work closely with the Operations Data Analyst team. This entails identifying, extracting, organizing, storing, analyzing, reporting, and modeling data from the surveys (currently conducted by SQM) in support of departmental initiatives, Customer Experience (CX) initiatives, and Division-wide initiatives. Also, the CSC Survey Coordinator will identify trends and present the results and recommendations to the leadership and management teams. This position will collaborate with subject matter experts (SMEs) and leaders to understand business needs and develop visualizations for them. Overall, this role requires one to manage multiple on-going projects, develop insights, deal with changing priorities, be a quick self-starter, and deal with a high degree of ambiguity while providing review from a single lens of the department results. This position reports to CSC Manger. "This position is eligible to work onsite or hybrid (9 or more days a month on site) in accordance with our Telecommuting Policy. Applicants must reside in Kansas or Missouri or be willing to relocate as a condition of employment." Are you ready to make a difference? Choose to work for one of the most trusted companies in Kansas.

Requirements

Strong organizational, communication and presentation skills with the ability to communicate findings to a wide array of both technical and non-technical audience effectively in person and virtually.
Proven ability in handling concurrent projects with attention to detail and accuracy.
Working knowledge on the extraction, interpretation, and preparation of both quantitative and qualitative data.
Ability to identify and make sense of rich data sources, manage large amounts of data, merge datasets, ensure consistency of datasets, graphically portray data to gain insights, build statistical models, understand data and model shortcomings, and effectively communicate findings.
Knowledge of data structure and manipulation techniques, relational database, and proficient SQL skills.
Proficiency in Microsoft Office Suite and database management tools.
Ability to understand the capabilities, limitations, and characteristics of corporate data systems and build relationships with experts throughout the company.
Ability to make decisions using independent judgment and creativity to resolve issues and overcome roadblocks
Bachelor's degree in technology, mathematics, statistics or related field or 5 years' experience as a Data Analyst preferred. In lieu of a degree, a minimum of four years in-depth experience with the current survey vendor (SQM) is required.
Minimum of four years of hands-on experience in analyzing the data from the survey vendor required and the ability to learn new software programming when introduced.

Nice To Haves

Strong project management skills are desired to keep projects advancing at a reasonable pace.
Experience in statistical or data analysis with focus on health care, digital /web, call center, voice of the customer preferred.
Two years of experience in using Tableau dashboards preferred.
Two years of experience using data extraction tools and data modeling preferred.
Experience in building and automating management level reporting preferred.
Experience in using Tableau or Power BI to build dashboards for teams, departments, and enterprises preferred.

Responsibilities

Identify data sources, both internal and external, to aid in dashboard and reporting development.
Process, cleanse, and verify the integrity of data used for analysis. Extending company data with third party sources of information as needed.
Organize and maintain databases with data joined across multiple sources.
Reconcile interactions and various data sources to make sure the information displayed is accurate and valid.
Analyze survey data to develop reporting and visualizations to support data-driven decision making by division leaders. Provide actionable overall insights to address key behaviors and coaching opportunities.
Track, report, and analyze the performance of Customer Service employees survey feedback programs, ad-hoc analytic requests, and development/automation of reports.
Evaluate customer interaction behavior and feedback to provide insights and recommendations for further actionable items to improve the customer experience.
Implement automated processes for data efficiency. Create PowerPoint presentations to provide education as well as onboarding for new employees being surveyed as well as the onboarding process of new leadership.
Serve as data subject matter expert for operations data, customer sentiment, and interactivity data.
Maintain an expert understanding of the survey software/application. Maintain a strong knowledge of industry best practices and trends. Constantly seek and investigate opportunities to improve data sources and analytic methods.