Consumer Insights Analyst

Atlantic Health is seeking a highly motivated individual with a passion for consumer insights and a strong background in data analytics and storytelling.

The Consumer Insights Analyst plays a critical role in shaping our understanding of the end-to-end consumer experience and driving decisions to alleviate pain points and friction for our patients across the consumer journey. Reporting into the Director of Digital Marketing, this person will lead market research strategy, methodology and execution with research partners including Qualtrics, NRC Health and MDRG to measure brand health, reputation and NPS of Atlantic Health over time. This person will also partner with Consumer Insights leads on the Patient Experience Team and all branches of the Marketing Department to measure the end-to-end consumer experience, identify pain points before, during and after clinical encounters, and assess and prioritize opportunities for optimization. Additionally, this person will partner with Digital Marketing and Consumer Experience Teams to connect the dots across advertising, communication, web and call center activity, and appointment scheduling, and provide insights, data visualization and storytelling to map consumer journeys and illustrate conversion funnels.

Responsibilities:

• Leads the development and implementation of consumer experience (CX) research strategies, methodologies, programs and reporting with quantitative and qualitative research partners including Qualtrics, NRC Health and MDRG
• Conducts data analysis and needs assessments to identify trends, insights and pain points in the end-to-end consumer experience
• Tracks CX KPIs, provides recommendations for improvement, and develops learning agendas and optimization strategies
• Collaborates with Patient Experience and all branches of the Marketing Department to gather and integrate patient and prospect feedback and data from various sources; Aggregates, monitors and extracts insights from non-clinical patient feedback, including patient feedback surveys, ratings and reviews, social listening, emails, calls and web submissions
• Develops and maintains a deep understanding of patient preferences, needs and behaviors
• Interprets and translates complex datasets into compelling visualizations and actionable insights, and delivers clear recommendations to leadership and business partners
• Ensures data quality and accuracy in all CX research and analysis
• Participates in the development and implementation of new CX-related initiatives and projects
• Fosters a culture of consumer-centricity across Atlantic Health
• Continuously identifies opportunities for process improvement and efficiency in CX research and analysis; Stays up-to-date on industry trends and best practices
• Leads relationships with research partners and leads and manages Marketing’s research budget

Qualifications/Requirements:

• Quantitative research and statistical analysis experience required
• Proficient in developing research strategies and methodologies, crafting surveys, determining sampling requirements and quotas, and measuring the statistical significance of results
• Ability to track multiple KPIs, identify and monitor trends, uncover early warning indicators and investigate potential root causes
• Demonstrated ability to translate complex datasets into actionable insights, uncover trends, develop reporting and storytelling and deliver recommendations
• Ability to aggregate disparate datasets from various sources and systems to gain a holistic view of the consumer experience
Proficient in data visualization tools, including PowerBI, and strong ability to create charts and visualizations in Excel, PowerPoint and Lucid

Relevant Experience:

• Bachelor’s degree in mathematics, statistics or other quantitative field preferred
• 4+ years consumer insights, VOC or marketing analytics experience required
• Excellent written and verbal communication skills
• Highly collaborative; able to work effectively across departments and levels
• Consumer-centric mindset with a passion for driving decisions that improve patient satisfaction, deepen engagement and increase loyalty
• Deadline-oriented, organized and capable of driving multiple initiatives simultaneously
Healthcare experience preferred

This is a hybrid position with the flexibility to work from home a few days each week.