Data and Decision Analyst, Consultant

Your Role 

The Survey Analytics team is responsible for supporting analytics tied to internal and external programs such as Net Promoter Score (NPS), Digital Satisfaction, Call Center Satisfaction, Interactive Response Interaction Satisfaction, Mock CAHPS as part of Medicare CMS and Forrester for Blue Shield of California and potentially other Health Programs. In this role you will support member experience team with the NPS survey program, providing actionable insights through statistical analysis, topic modeling, trend identification and reporting.

This role is strategically crafted to focus 70% on analytics and 30% on reporting, with direct engagement with the Blue Shield of California Member Experience team. The ideal candidate will bring a passion for driving exceptional experience and improving member health outcomes. This would be accomplished through data and analytics, engaging with multiple stakeholders to frame business problems, recommend analytic frameworks, and delivering impactful, high-quality solutions. Success in this role requires a product-oriented mindset and the ability to influence outcomes effectively within a matrixed environment.

Your Work

In this role you will:

• Analyze survey data to identify key trends, patterns, and themes, focusing on both quantitative metrics and qualitative verbatim responses.
• Partner with members of the Member Experience team to align on key business problems and produce analytical frameworks to address problems.
• Solve problems using a variety of techniques --- segmentation analysis, conjoint analysis, topic modeling using NLP techniques, and regression modeling, to explore relationships between survey variables
• Partner with the Member Experience team and respective lines of business (e.g Individual Family Plan, Medicare Advantage) to communicate survey insights and their implications for strategic goals
• Support survey sampling techniques, bias correction, sample weighting, and significance testing for NPS survey
• Act as a liaison with the Data Services team to validate the accuracy and completeness of survey datasets
• Create self-serve dashboards and reports, empowering Member Experience  stakeholders to derive data-driven insights
• Bring enthusiasm to solving complex challenges, improving member satisfaction, and driving healthcare outcomes

Your Knowledge and Experience

• Bachelor’s degree in data science, data analytics, health informatics, statistics, mathematics, economics, engineering or related quantitative fields. Master’s degree preferred
• Requires at least 7 years of prior relevant experience with at least 5+ years of experience working with unstructured data (e.g., survey responses, call data) or similar datasets is highly preferred
• Intermediate level experience using Python, SQL and SAS to interact with data.
• Databricks experience (preferred)
• Expertise in advanced analytics and machine learning, including building models and conducting analyses to uncover trends, generate actionable insights, and support data-driven decision-making, especially with unstructured data.
• Strong understanding of statistical concepts, including hypothesis testing, margin of error, and confidence intervals
• Working knowledge of Tableau for creating actionable reports
• Health Plan experience is a plus.