Research Insights Consultant I/II

Excellus BCBS•Rochester, NY

13h

About The Position

Summary: This role conducts primary market research projects and provides consulting services that are aligned with the Corporate Strategy and that will help improve the performance of the Health Plan and its affiliates. The Consultant possesses the technical skills and abilities to help establish Research Insights team as a research Center of Excellence for the Lifetime Health Care organization. The incumbent conducts primary market research, monitors trends, and brings forward opportunities and insights found in the data to the applicable audiences. This position serves Executive and Operating Management corporately to provide objective research expertise on tactical and strategic issues/initiatives. Essential Accountabilities: Level I Conducts primary and/or secondary market research for the Corporation, including developing simple surveys, data analysis, and reporting. Keeps abreast of latest advancements in primary research tools, techniques, and corporate protocols to best meet the business requirements of the Corporation. In collaboration with team members, develops recommendations to improve operational efficiencies and the customer experience. Prepares, develops, analyzes, and delivers reports in an accurate and timely manner that ‘tell the story’ including but not limited to stakeholder satisfaction and loyalty to find potential opportunities to improve the customer experience. Provides input into developing action plans, additional research needs, and other support needed to continually improve upon the customer experience. Manages, organizes, and prioritizes tasks for multiple projects with competing deadlines to successful completion. Adheres to timelines as set forth by project leads; prepares status reports as needed through project completion. Builds collaborative relationships across functional teams and other analytic teams in the organization. Keeps abreast of developments germane to the Corporation by perusing publications, attending workshops/seminars and, as necessary, independent study. Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies’ mission and values, adhering to the Corporate Code of Conduct, and leading to the Lifetime Way values and beliefs. Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures. Regular and reliable attendance is expected and required. Performs other functions as assigned by management. Level II (in addition to Level I Accountabilities) Independently manages market research projects including setting and adhering to timelines and completing the full scope of the engagement. Serves as a cross-functional corporate consultant using a data driven approach (tying operational metrics and stakeholder feedback) to provide recommendations to improve operational efficiencies and improve the customer experience. Independently seeks to understand the business/programs and partners at the Health Plan to better understand the business requirements (the ‘why) of the request and applies both knowledge of the business and analytic skills to proactively fulfill request. Proactively prepares status reports and engages clients throughout a project. Devises strategy for producing deliverables, selecting and utilizing the most appropriate analytic tool(s), as well as begin to build process efficiencies. Consults with senior management to identify additional research needs (e.g., deeper dives) to further understand and continually improve upon the customer experience. Provides the organization with a complete and accurate assessment of stakeholder satisfaction and loyalty levels, how those compare with industry trends, and recommends actions to improve stakeholder experiences. Participates and represents as a subject matter expert in cross-functional team meetings or with business partner leads or other departments as needed. Serves as a member of corporate task forces and committees. Communicates decisions made to other members of the department and affected areas. Assists in training and mentoring fellow consultants as directed by management. Level III (in addition to Level II Accountabilities) Represents Managers and Directors of supported areas pertaining to related projects, including decision-making responsibilities, attendance at Corporate and regional committees, meetings, and workgroups. Participates on departmental and Health Plan project teams to recommend and/or develop comprehensive data strategies for optimal data storytelling and connectivity with other data. Proactively identifies and performs deeper dives in analyses to further inform the business units on how satisfaction and loyalty connect with internal operational metrics and industry trends. Contributes, in partnership with Data Science, to development of predictive models (or other types of models) and quantifies the value and impact of metrics as needed. Devises methods and procedures to meet unusual conditions and makes original contributions to the solution of very difficult problems. Recommends advanced analytic models and/or research to leadership to maximize return on investment with vendors or statistical software packages. Coaches and counsels members of cross-functional teams to accomplish projects, meet established schedules, or resolves technical/operational issues. Seeks out opportunities to train and mentor team members and fosters positive attitudes among staff within the framework of the department.

Requirements

Bachelor’s degree in market research, business, mathematics, or related field with a minimum of one year of related research experience. Master’s degree preferred.
Must be willing to take additional training in the areas of customer experience, market research, or other related content as needed.
Basic experience in survey design, data analysis, and report writing.
Basic statistical experience with analytical software packages (e.g., SPSS, SAS) for the purposes of data management and analysis.
Strong analytical skills with some understanding of concepts such as regression and factor analyses.
Demonstrated ability to take complex data sets and simplify for all audiences to understand through both visual interpretation and highlighting data points of significant impact.
Ability to write and speak fluently on all aspects of work and communicate effectively with users/customers, and middle management.
Three or more years of related research experience or Masters’ degree with two or more years related research experience.
Demonstrated proficiency in survey design, data analysis, report writing, and presenting.
Demonstrated proficiency in working with statistical software packages (SAS, SPSS), spreadsheets and crosstabs for the purposes of both data management and analysis.
Exceptional analytical skills with a working knowledge of advanced statistical analyses including regression and factor analyses.
Highly effective communicator. Demonstrated skills in conflict resolution.
Demonstrated experience with Quality principles and tools. Demonstrated business problem solving skills.
Demonstrated competence in project leadership tasks.
Communicates effectively with users/customers, colleagues 2-3 levels up/down and across a range of disciplines, and all levels of management.
Seven or more years of related research experience, or Masters’ degree with 5 or more years of primary research and consulting experience.
Demonstrated knowledge and experience of health insurance industry.
Demonstrated experience negotiating and liaising between functional partners, vendors, users, and suppliers.
Expertise in advanced statistical analyses and/or data science techniques including regression, factor analyses, and predictive models.

Responsibilities

Conducts primary and/or secondary market research for the Corporation, including developing simple surveys, data analysis, and reporting.
Keeps abreast of latest advancements in primary research tools, techniques, and corporate protocols to best meet the business requirements of the Corporation.
In collaboration with team members, develops recommendations to improve operational efficiencies and the customer experience.
Prepares, develops, analyzes, and delivers reports in an accurate and timely manner that ‘tell the story’ including but not limited to stakeholder satisfaction and loyalty to find potential opportunities to improve the customer experience.
Provides input into developing action plans, additional research needs, and other support needed to continually improve upon the customer experience.
Manages, organizes, and prioritizes tasks for multiple projects with competing deadlines to successful completion.
Adheres to timelines as set forth by project leads; prepares status reports as needed through project completion.
Builds collaborative relationships across functional teams and other analytic teams in the organization.
Keeps abreast of developments germane to the Corporation by perusing publications, attending workshops/seminars and, as necessary, independent study.
Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies’ mission and values, adhering to the Corporate Code of Conduct, and leading to the Lifetime Way values and beliefs.
Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.
Regular and reliable attendance is expected and required.
Performs other functions as assigned by management.
Independently manages market research projects including setting and adhering to timelines and completing the full scope of the engagement.
Serves as a cross-functional corporate consultant using a data driven approach (tying operational metrics and stakeholder feedback) to provide recommendations to improve operational efficiencies and improve the customer experience.
Independently seeks to understand the business/programs and partners at the Health Plan to better understand the business requirements (the ‘why) of the request and applies both knowledge of the business and analytic skills to proactively fulfill request.
Proactively prepares status reports and engages clients throughout a project.
Devises strategy for producing deliverables, selecting and utilizing the most appropriate analytic tool(s), as well as begin to build process efficiencies.
Consults with senior management to identify additional research needs (e.g., deeper dives) to further understand and continually improve upon the customer experience.
Provides the organization with a complete and accurate assessment of stakeholder satisfaction and loyalty levels, how those compare with industry trends, and recommends actions to improve stakeholder experiences.
Participates and represents as a subject matter expert in cross-functional team meetings or with business partner leads or other departments as needed.
Serves as a member of corporate task forces and committees.
Communicates decisions made to other members of the department and affected areas.
Assists in training and mentoring fellow consultants as directed by management.
Represents Managers and Directors of supported areas pertaining to related projects, including decision-making responsibilities, attendance at Corporate and regional committees, meetings, and workgroups.
Participates on departmental and Health Plan project teams to recommend and/or develop comprehensive data strategies for optimal data storytelling and connectivity with other data.
Proactively identifies and performs deeper dives in analyses to further inform the business units on how satisfaction and loyalty connect with internal operational metrics and industry trends.
Contributes, in partnership with Data Science, to development of predictive models (or other types of models) and quantifies the value and impact of metrics as needed.
Devises methods and procedures to meet unusual conditions and makes original contributions to the solution of very difficult problems.
Recommends advanced analytic models and/or research to leadership to maximize return on investment with vendors or statistical software packages.
Coaches and counsels members of cross-functional teams to accomplish projects, meet established schedules, or resolves technical/operational issues.
Seeks out opportunities to train and mentor team members and fosters positive attitudes among staff within the framework of the department.