Sr Data Strategy and Customer Journey Analyst

How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of what's possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people's lives.

Work Shift

Job Summary:

At Wellstar we all share common goals. That's what makes us so successful – and such an integral part of our communities. We want the same things, for our organization, for our patients, and for our colleagues. As the most integrated healthcare provider in Georgia, this means we pride ourselves on investing in the communities that we serve. We continue to provide innovative care models, focused on improving quality and access to healthcare.

The Wellstar Data & Insights team is seeking a highly analytical and customer-focused Data Strategy and Customer Journey Analyst to enhance customer experiences through data-driven insights and journey mapping methodologies. This role requires expertise in customer experience, data analysis, and process improvement, along with the ability to translate complex data into compelling stories and actionable strategies. The ideal candidate will be responsible for mapping customer journeys, analyzing large datasets, and driving change initiatives to improve customer satisfaction and business outcomes.

This position will generate customer needs analysis to inform marketing, digital, and clinical management and facilitate a single point of reference for gathering the requirements of patient journey-related initiatives. This position is responsible for analysis, visualizations, charts, tables, and other objects for use by non-technical users to provide actionable insights.

Key Responsibilities:

•             Utilize journey mapping tools (such as TheyDo, Miro) to document metrics, record insights, and visualize customer experiences.

•             Apply customer experience expertise to identify pain points, moments that matter, opportunities, and improvement areas.

•             Analyze large datasets and translate insights into compelling narratives to drive decision-making.

•             Develop and lead initiatives to provide actionable insights to internal teams and processes, maintain a list of actions taken, and summarize key findings and outcomes.

•             Develop and present reports, dashboards, and presentations to communicate findings effectively to stakeholders.

•             Use journey mapping techniques and orchestration tools to support change initiatives and drive operational improvements.

•             Maintain a high level of attention to detail, ensuring data integrity and accuracy in reporting.

•             Connect strategy to technology and business processes to drive customer-centric innovation.

•             Step back from the details to assess the big picture of customer experiences and business strategy.

•             Collaborate across departments, advocating for customer experience enhancements and driving cross-functional initiatives.

•             Consult with business partners in Marketing, Experience, and Quality on strategic issues and operate as a journey subject matter expert representing the patient's voice on key change initiatives.

•             Be adept at active listening, summarizing meeting objectives and next steps, and sharing with stakeholders.

•             Monitor and analyze a variety of Voice of the Customer data sources (NRC, Vizient, SaFer, NOBL, MyStory, etc.); actively monitor emerging trends and inform action planning for patient journey roadmap.

•             Interpret user requirements, identify the root cause, research possible solutions, and identify most feasible solutions.

Qualifications & Requirements:

•             4+ years experience managing/analyzing data/metrics is required.

•             4+ years experience with customer experience or journey management is required.

•             Expertise in journey management, including mapping, prioritization, consumer needs, and personas creation.

•             Expertise in leveraging analytics, journey mapping, and process improvement methodologies to drive improvements.

•             Strong ability to conduct and analyze quantitative and qualitative data to support decision-making.

•             Hands-on experience with journey mapping tools, such as TheyDo, Qualtrics, Miro, etc.

•             Demonstrated understanding of emerging customer experience, multi and omnichannel interactions, and technology – including customer support technologies, feedback management, CRM, social media, chat, etc.

•             Expertise in Excel, Word, PowerPoint, SharePoint, and Teams.

•             Experience with Tableau or similar business intelligence tools.

•             Familiarity with ticket servicing (i.e. Service Now) is a plus.

•             Ability to leverage critical thinking in all aspects of work product design and delivery.

•             Experience leading cross-functional process improvement initiatives and optimizing customer journeys.

•             Demonstrated ability to conceptualize customer experience-driven projects with measurable outcomes.

•             Skilled at developing and delivering clear, compelling presentations and storytelling to influence strategy.

•             Knowledge of healthcare processes, operations, and ancillary services (lab, testing, etc.) is a plus.

•             Ability to consult with business partners on strategic issues and serve as a journey mapping expert.

•             Passionate advocate for customer experience improvements, able to influence across varying functions and organizational levels.

•             Must have strong relationship building and communication skills across all levels of the organization

•             Ability to thrive in a dynamic, fast-paced environment, adapting to evolving priorities and business needs.

Education and Background:

•             Bachelor's Degree in Business, Operations, Quality Management, Marketing, Data Management, Healthcare, or related

•             Proven capabilities in Journey Management/Quality/Business Line and associated data analysis

•             Lean Six Sigma certification (preferred)

If you are a strategic thinker with a passion for customer experience and process optimization, we invite you to apply and help us drive meaningful change!

 Required Minimum Experience:

• Minimum 4 years’ experience with customer experience or journey management - Required
• Minimum 4 years of managing/analyzing data/metrics - Required            

Required Minimum Skills:

• Expertise in journey management, including mapping, prioritization, consumer needs, and personas creation      
• Expertise in leveraging analytics, journey mapping, and process improvement methodologies to drive improvements.
• Strong ability to conduct and analyze quantitative and qualitative data to support decision-making.            
• Hands-on experience with journey mapping tools, such as TheyDo, Qualtrics, Miro, etc.         
• Demonstrated understanding of emerging customer experience, multi and omnichannel interactions, and technology – including customer support technologies, feedback management, CRM, social media, chat, etc.           
• Expertise in Excel, Word, PowerPoint, SharePoint, and Teams     
• Skilled at developing and delivering clear, compelling presentations and storytelling to influence strategy.            
• Knowledge of healthcare processes, operations, and ancillary services (lab, testing, etc.) is a plus.   

Join us and discover the support to do more meaningful work—and enjoy a more rewarding life. Connect with the most integrated health system in Georgia, and start a future that gives you more.