Senior Customer Insights Analyst

This job will be a key contributor in the Market Insights team in support of defining the strategy and vision of Delta Dental's stakeholder ecosystem. The ecosystem includes (but is not limited to) Members, Providers, Clients, and Producers. The Senior Customer Insight Analyst will be focused on conducting both quantitative and qualitative research by facilitating customer surveys and forums. This analyst will act as a connector for Market Insights by providing broad reaching analysis and presentations to all levels of leadership throughout the company, and provide thought leadership to move their insights to action across the organization.

• Executes within the Customer Insights Team to define and refine research plans, which could include interview guides, participant observation, survey tools, immersive research, SME conversations, surveys, and more.
• Partners with Marketing and Operations teams to support persona and cohort creation and analysis.
• Partners with Customer Experience to support development of customer journey maps with insights and analyses.
• Serves as the team’s steward of insights and liaison to drive delivery of strategic programs across the organization.
• Stays current with and ensures alignment with marketplace trends, as well as innovations within the industry and across other industries.
• Identifies known and unknown customer needs and challenges through data analysis, primary and secondary research.
• Collaborates with Creative, Branding, and Marketing Technology teams for research campaign needs.
• Manages repository of research studies and ensures historical context for new learning.
• Mentors other Customer Insights team members in areas of sampling, statistical analysis, presentation, and dashboard creation.

Minimum Qualifications 

• 4+ years of experience w/Bachelor’s degree

Knowledge, Skills, Abilities 

• Experienced in data analysis and collection tools such as PowerBI, Excel, SPSS, and Qualtrics.
• Experienced in research fundamentals including fieldwork management, significance testing, descriptive statistics, crosstabs, etc.
• Knowledge of both qualitative and quantitative market research techniques.
• Understanding of basic statistical analysis software.
• Ability to program survey tools in research software.
• Proficient in coordinating and managing multiple projects and stakeholders.
• Ability to stay organized, meet timelines, and keep various teams updated.
• Ability to communicate the various complexities of the customer experience in a way that motivates design improvements and drives change.
• Ability to build strong working relationships with cross-functional teams.
• Ability to work collaboratively within a team to support varying priorities.
• Ability to learn various aspects of the company to advocate and represent Market Insights across the business.
• Health or dental insurance experience is a plus.
• Curious and driven to understand data, trends, and diagnose gaps in performance.
• Understanding of, or willingness to learn, best practices in research methodology as it applies to customer experience design, as well as knowledge of key business functions like product development, customer service, operations, marketing and communication, sales enablement, technology, and process.

Base Pay Information

The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental’s assessment of the candidate’s knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity. 
Pay Grade 19. $63,700 - $133,500

Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:

• Competitive base and incentive pay 
• 401(k) with robust matching and non-matching contributions
• Rich medical & pharmacy benefits
• 100% employer-paid dental and vision benefits
• Holistic wellbeing program with deep financial incentives
• Generous paid time off plus 12 paid holidays and your birthday off
• Culture of growth and learning: career development; tuition reimbursement; recognition program
• Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
• Social responsibility and volunteer opportunities
• Employee discount program

Fair Chance Ordinances and Criminal Background Considerations  Qualified applicants with arrest or conviction records will be considered for employment in accordance with all applicable federal, state, and local laws, including, but not limited to, fair chance and anti-discrimination ordinances. At Delta Dental, we maintain a strict stance on theft, fraud, and violent crimes. For positions involving driving, we enforce heightened standards regarding driving records. Each individual criminal background check is evaluated on its merits, taking into account the time elapsed since the conviction, evidence of personal development and rehabilitation, and any potential risk posed to our business operations, employees, customers, or vendors.
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