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The Customer Insights Analyst will collect quantitative and qualitative research to support strategy and provide data-driven insights for customer growth and retention.
The Customer Insights Analyst 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, General Agents, and Brokers. This Customer Insights Analyst will be primarily focused on collecting both quantitative and qualitative research by facilitating customer communities and forums, and will be acting as a connector for Market Insights by providing insights and recommendations based on a combination of research and strategy. This individual will act as a liaison to our Customer and User Experience partners to help identify and collect the sources of insights needed to enable customer growth and retention.
Responsibilities- Executes within the Customer Insights to define and refine research plans, which could include interview guides, questionnaire design, survey tools, SME conversations, surveys and more
- Partners with Marketing and Sales stakeholder teams to support insights needs and analysis
- Serves as the team’s steward of insights and liaison to drive delivery of strategic programs across the organization
- Collaborate with Digital Operations and Technology teams for executing quantitative research
- Conduct research and statistical analyses; work with large data sets to predict and test statistical market patterns
- Provide clear, data-driven insights to support business and operational decisions
- This list is not all-inclusive and you are expected to perform other duties as requested or assigned
- At least 2 years of experience in Market Research/Customer Insights with Bachelor’s degree
- Experienced in data analysis and collection tools such as Power BI, Excel, SPSS, Qualtrics and/or similar
- Develop mailing lists for surveys and notifications using internal database for appropriate targeting and modeling
- Utilize Excel to pull and sort data: pivot tables & charts, complex sorts, VLOOKUP, INDEX + MATCH, conditional formatting, etc.
- Analysis and visualization of quantitative data (e.g., charting and analyzing survey results, statistical significance)
- Ability to program survey tools in research software (using Qualtrics preferably)
- Responsibility for project timelines, milestones, and client communication
- 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
- 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
- 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
This position requires that the applicant undergo a background check. Qualified applicants with arrest or conviction records will be considered for employment in accordance with any applicable federal, state or local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and/or New York Corrections Law Article 23-A.
#LI-Remote
At Delta Dental, we’re behind millions of smiles and counting. For over 68 years, we’ve served our communities by increasing access to affordable, quality care – but that commitment to care extends beyond the people we serve, to the dedicated employees who make those smiles genuine. We've come this far by building fair programs that offer opportunities for advancement, create meaningful connections and improve the lives of our employees and their families. Because we know that when we take exceptional care of each other, we can make a positive impact for all.
We champion an inspirational workplace through our commitment to trust, service, excellence and innovation. Joining us means working for a company that offers stability and balance, opportunities for leadership at all levels, and a work environment focused on teamwork and camaraderie.
Discover the smiling faces behind Delta Dental and experience our values and culture in action by connecting with us on social media. Follow Delta Dental Ins. on Facebook and Instagram, #LifeatDDins on Facebook and Instagram, Delta Dental Ins. on Twitter and Delta Dental Ins. on LinkedIn. If you've got an appetite for innovation and want to be a part of a team that’s transforming the future of health care, join us!
Since 1955, we have offered comprehensive, high-quality oral health care benefits to millions of enrollees and built the strongest network of dental providers in the country. The Delta Dental of California network includes affiliates Delta Dental Insurance Company; Delta Dental of Pennsylvania; Delta Dental of New York, Inc.; Delta Dental of the District of Columbia; Delta Dental of Delaware, Inc.; and Delta Dental of West Virginia, providing dental benefits to more than 31 million people across 15 states, the District of Columbia, Puerto Rico and the Virgin Islands.
The company and its affiliates are part of Delta Dental Plans Association (DDPA), a not-for-profit national association based in Oak Brook, Illinois. Through our national network of Delta Dental companies, we offer dental coverage in all 50 states, Puerto Rico and other U.S. territories. We offer vision coverage through DeltaVision in 15 states and the District of Columbia. Collectively, we deliver benefits to more Americans than any other dental insurance company.
Delta Dental Ins. is an equal opportunity employer and is committed to providing a professional work environment free from discrimination and harassment. Individuals seeking employment at Delta Dental are considered without regard to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, actual or perceived physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category. Delta Dental is committed to providing equal employment opportunities to all employees and applicants for employment. Accordingly, we have adopted and maintain an Equal Employment Opportunity Policy, Harassment-Free Work Environment Policy, and Respectful Workplace policies and will not tolerate violations of these policies.
Unfortunately, our Delta Dental Enterprise is unable to hire individuals residing in Alaska, North Dakota, Nebraska, Hawaii, Oklahoma, Vermont, Maine, West Virginia, New Hampshire, Wyoming, Puerto Rico, District of Columbia (Washington D.C.) or other US Territories at this time.
Proof of eligibility to work in the United States must be provided if selected for hire.
*Delta Dental includes: Delta Dental of California, Delta Dental Insurance Company, Delta Dental of Pennsylvania, and Delta Dental of New York
If You Are A Current Employee Click Here To Apply
Top Skills
Excel
Power BI
Qualtrics
Spss
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