Marketing and Communications Sr Analyst

DaVita Kidney Care•01550 - Illinois Remote, IL

18h•$62,000 - $95,000•Onsite

About The Position

The Patient Marketing and Communications team is Mercury’s voice of the patient team. We work across Mercury and the Village to better understand the experience of our patients and enact changes to improve the quality of their care and achieve Village goals. Our team focuses on bringing patient perspectives into our strategic decisions so that our patients feel safe, cared for, and respected. The Mercury – Senior Analyst will support this broader goal by maintaining and improving our ability to understand and respond to our patients’ direct feedback. The Senior Analyst will work with a diverse team of highly motivated individuals with analytics, change management, innovation, and customer experience expertise. The individual is expected to manage the back end of our customer experience SaaS product, conduct in-depth analyses of the data collected, maintain strong relationships with stakeholders, and provide exceptional support to ensure their success with our platform. This role requires the ability to thrive in a fast-paced and highly collaborative environment. A successful individual will be organized, inquisitive, able to balance multiple priorities simultaneously, and a proactive communicator.

Requirements

Bachelor's degree required
0-2 years of relevant experience

Nice To Haves

Experience within the SaaS industry or customer experience management preferred but not required

Responsibilities

Maintain and improve the quality of the patient experience platform.
Assist the Patient Marketing and Communication team to develop and deploy various enhancements, including but not limited to: Refined user dashboards and reporting tools, Expansions to new populations or users, Additional survey moments or questions, Integrations with other platforms and tools.
Become subject matter expert for platform and voice of the customer work.
Suggesting additional enhancements and opportunities to improve in support of Village goals and priorities.
Effectively manage time and task completion with independence and minimal support and oversight.
Develop and complete product enhancements and analyses in a timely and accurate fashion.
Oversee personal project plan and integrate across work streams.
Analyze, interpret, and QA data.
Develop credible and pragmatic analytical approaches and frameworks to drive enhancements and engagement.
Use data to identify next steps and turn insights into actions, moving from the output to proposed next steps to improve patient experience.
Build reports, metrics trackers, and dashboards that provide analysis based on project and stakeholder needs.
Engage with users directly to gather feedback, understand pain points, and identify opportunities for improvement.
Participate in regular meetings and discussions with stakeholders to gather feedback, requirements, and insights on platform usage and performance.
Facilitate problem-solving sessions with internal teams to address complex customer inquiries or platform-related issues.
Develop, support, and lead user trainings ahead of enhancements and expansions to the system.
Share expertise with others to improve independent use of the platform and the broader capabilities of the Village.
Build rapport within cross-functional project teams, serving as a collaborative and informal influencer.
Navigate cross-functional relationships effectively.
Present comfortably and compellingly to audiences at varying levels within the Village.
Work closely with teammates and develop strong relationships to inform and drive project outcomes.