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Kaiser Permanente Careers

Consulting Services & Project/Program Management (Non-IT)

Driving Care Initiatives

From designing and leading complex programs to analyzing and translating business capabilities into powerful solutions, your expertise helps shape the future of health care.

Survey Insights Lead

Location: Corona, CA Additional Locations:

1800 Harrison 1800 Harrison, 1800 Harrison, Oakland,California, 94612
Pleasanton Data Center 5840 Owens Dr., 5840 Owens Dr., Pleasanton,California, 94588
Empire Corporate Plaza 10740 4th St., 10740 4th St., Rancho Cucamonga,California, 91730
Marketing Sales Service and Admin 3100 Thornton, 3100 Thornton Ave., Burbank,California, 91504
Job Number: 824560 Date posted: 10/30/2019
In addition to the responsibilities listed below, this position is responsible for analyzing, internally managing, and reporting customer (including patient, member, prospective member, employer, broker, and consultant) data; designing human centered research studies; conducting complex qualitative and quantitative analysis using broad set of statistical tools; and synthesizing qualitative and quantitative data. communicating with patient/customer to capture survey data. This position is also responsible for designing, facilitating, and analyzing results from focus group and surveys; researching, testing, and employing research innovations for improving ability to capture the voice of the customer and customer behavior; keeping current on industry, standards, and regulatory/compliance issues within assigned areas; and providing education and consultation on these issues to customers.

Essential Responsibilities:
  • Practices self-leadership and promotes learning in others by building relationships with cross-functional stakeholders; communicating information and providing advice to drive projects forward; influencing team members within assigned unit; listening and responding to, seeking, and addressing performance feedback; adapting to competing demands and new responsibilities; providing feedback to others, including upward feedback to leadership and mentoring junior team members; creating and executing plans to capitalize on strengths and develop weaknesses; and adapting to and learning from change, difficulties, and feedback.
  • Conducts or oversees business-specific projects by applying deep expertise in subject area; promoting adherence to all procedures and policies; developing work plans to meet business priorities and deadlines; determining and carrying out processes and methodologies; coordinating and delegating resources to accomplish organizational goals; partnering internally and externally to make effective business decisions; solving complex problems; escalating issues or risks as appropriate; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and evaluating recommendations made by others.
  • Interprets complex data analyses by applying findings to contextual settings; and developing insights, reports, and presentations telling a compelling story to stakeholders to enable and influence decision making; participating in peer reviews; and providing context related to data interpretations and/or limitations as appropriate.
  • Leads the development of advanced analytical and/or statistical models enabling informed business decisions by determining data and analytical requirements; translating models and gaining stakeholder buy-in for implementation; creating complex models leading to actionable insights; and testing, refining, and validating models.
  • Designs, implements, and automates business and reporting solutions by partnering with stakeholders to advise in their design, planning, and implementation while ensuring consistency and coherency; evaluating and summarizing data and results; creating summary statistics; designing data reports, visualizations, and/or interactive Business Intelligence (BI) reports; reporting to stakeholders on key findings; identifying needs for the development and implementation of additional reporting solutions; and preparing documentation as appropriate.
  • Drives the execution of creative data analytic approaches leading to actionable outcomes across functional areas, business and/or clinical lines by defining and calculating complex metrics to be analyzed; defining, calculating, and validating algorithms; and conducting complex analyses, including descriptive, correlational, inferential, and/or predictive statistics.
  • Prepares data for analytic efforts by integrating and consolidating data; ensuring data quality and accuracy; profiling data inaccuracies and recommending process improvements or system changes to enhance overall quality of the data; collaborating with stakeholders and source system owners to resolve data quality issues as appropriate; and cleaning and creating final data set(s) for analysis.
  • Gathers data and information on targeted variables in an established systematic fashion by validating data sources; querying, merging, and extracting data across internal and external sources; completing routine data refresh and update; developing and/or delivering complex tools for electronic data collection; and providing user training, support, and documentation.
  • Drives strategic data-informed decisions by consulting with clients and leadership to identify and clarify key business needs across functional areas, business and/or clinical lines; developing outcomes and process measures; translating business requirements; determining data/information needs and data collection methods; developing complex analysis plans; evaluating the impact of business decisions on clients, customers, and/or members; partnering with clients and staff to identify opportunities and methods to improve efficiencies with analysis; supporting and training end-users; and documenting processes and deliverables.
  • Basic Qualifications:
  • Minimum three (3) years experience in qualitative and quantitative customer, patient, market, or related research.
  • Minimum three (3) years experience in a leadership role with or without direct reports.
  • Minimum nine (9) years experience in data analytics or a directly related field.
  • Education
  • Bachelor's degree in mathematics, statistics, engineering, social/physical/life science, business, or related field OR four (4) years of experience in a directly related field.
  • High School Diploma or General Education Development (GED) required.
  • License, Certification, Registration
  • N/A

  • Preferred Qualifications:

      Two (2) years experience working with
    advanced statistical analysis such as selection bias, multicollinearity, and
    heteroscedasticity preferred.

      Three (3) years project management experience

      Three (3) years study design experience

      Three (3) years robotic process automation
    experience preferred.

      Three (3) years statistical modeling
    experience preferred.

      Three (3) years text analytics experience

      Three (3) years data simulation experience

      Three (3) years programming experience

      Three (3) years experience working with data
    visualization tools preferred.

      Three (3) years experience working with Excel

      Three (3) years experience working in a
    matrixed organization preferred.

      Two (2) years experience delivering
    presentations to senior management preferred.

      Three (3) years relational database
    experience preferred.

      Three (3) years experience working with SQL

      Three (3) years experience working with
    business intelligence tools preferred.

      Three (3) years experience working with
    Business Objects preferred.

      Three (3) years experience working with
    Access preferred.

      Three (3) years experience working with
    Cognos preferred.

      Three (3) years experience working with
    Tableau preferred.

      Three (3) years experience working with SPSS

      Three (3) years experience working with Open
    Source Tools (e g , R, Python) preferred.

      Three (3) years experience working with SAS

      Doctorate degree in Mathematics, Statistics,
    Engineering, Social/Physical/Life Science, Business, or related field

      Master's degree in Mathematics, Statistics,
    Engineering, Social/Physical/Life Science, Business, or related field

     Drive a comprehensive customer satisfaction
    program across all stages of customer experience, inclusive of customer
    interaction, data analytics, closed-loop feedback, and multi-departmental
    project management.

      Provide leadership in designing and
    conducting research projects in the area of survey design and methodology by
    directing the design and development of survey protocols to ensure data quality
    and scientific integrity, and by providing expertise and consultative services
    in applied research (e.g. survey design and data collection, administration and
    analysis, etc.), and methodological concepts (e.g. non-response bias, response
    rates, validation, reliability, statistical weighting).

      Design, build and manage customer experience
    feedback tools (i.e. Qualtrics) in partnership with the National team and other

      Develop and implement a trackable closed-loop
    feedback integration and response process in partnership with business

      Organize and execute internal employee -front
    line- in-person and virtual customer focus groups in partnership with service
    strategy teams and business stakeholders.

      Drive cross-functional efforts and
    collaborate with colleagues within the immediate department as well as other

      Actively partner and stay engaged with other
    customer satisfaction survey teams within and outside of the organization to
    stay up to date on best practices, processes and technology in the field.

      Coordinate, initiate, and analyze results of
    customer surveys including conceptualization and maintenance of key performance
    reports and dashboards.

      Create analysis and analytical programs to
    help uncover the root causes of customer pain points as well as customer

      Manage, analyze and prepare the qualitative
    and quantitative data from feedback loops to create clear, compelling and easy
    to understand narratives about insights (in form of storytelling, dashboards,
    presentations, etc.) to drive action, and aid in prioritizing initiatives that
    deliver the most value to the customers.

      Employ data mining and large scale sentiment
    analysis tools to convey customer pain points, and partner with business units
    and other teams to prioritize and successfully implement enhancing

      Develop machine learning algorithms
    leveraging repeatable patterns in unstructured qualitative survey data to
    discover new trends and insights.

      Use a data driven approach to solving
    problems, such as launching A/B experiments to tests hypothesis.

      Perform ad-hoc requests to deliver business
    insights leveraging customer satisfaction data.

      Maintain up-to-date information on customer
    insights and trends. Identify gaps when additional insights are needed and
    develop necessary research instruments.

      Work with and manage vendor relationships to
    ensure system functionality and enhancements.

      Monitor overall progress towards goals,
    anticipate risks, resolve issues and initiate alternative plans accordingly.

      Exceptional verbal, written, listening, and
    presentation communication skills - a good storyteller!

      Strong interpersonal skills, team-oriented,
    self-starter, -can do- attitude and collaborative.


    Primary Location: California,Corona,Corona Member Service Call Center 1840 California Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: 8:00 AM Working Hours End: 4:00 PM Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: Salaried, Non-Union, Exempt Job Level: Individual Contributor Job Category: Consulting Services / Project/Program Management (Non IT) Department: Service & Performance Improvement SPI - Analytics Travel: Yes, 25 % of the Time Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

    External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.

    About Consulting Services & Project/program Management (non-it) Careers

    Consulting Services & Project/program Management (non-it) Careers

    These careers consist of Program and Project Managers, Business Consultants, Business Analysts, and Data Analysts who all work together to effect positive organizational change from the inside out.

    Join our talented team and make a difference through performing business analysis, developing business cases, providing client support during system development and implementation, managing projects, or by leading complex programs with multiple work streams.

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