VoC - Senior Consultant

JOB SUMMARY

As a Voice of the Cusomter Senior Consultant, you will set up Voice of the Customer and Survey Design. You will hold a pivotal role in advancing user experiences and driving innovation across our digital products and services. Your expertise will be crucial in conceptualizing and executing user-focused solutions that elevate the overall experience for patients, healthcare providers, and other stakeholders. You will collaborate extensively with cross-functional teams to lead qualitative research efforts, distilling complex findings into actionable customer insights. This role requires a proven track record in conducting impactful research and a deep understanding of user-centric design principles. Your passion for collaboration, combined with your drive to effect positive change, will make you a key asset in our pursuit of exceptional user satisfaction.

This role has a compensation range of $85,280 (for minimum experience) - $149,760 (for very strong, tenured experience). Moderate experience usually scores around midpoint of $118,164.

ESSENTIAL FUNCTIONS OF THE ROLE

• Intake Digital Health Office VoC and Survey requests

• Assess and design solutions to communicate VoC findings

• Design, program, and deploy surveys

• Manage backlog of DHO VoC and survey requests

• Qualtrics monitoring and administration including managing users and access, cleaning up old data, contract negotiation, etc.

• Expanded support for Customer Journey Teams, Customer Products (CS), as well as existing support for DHO

• Leading the selection of the appropriate survey question types, formats, and methodologies.

• Developing consistent survey questionnaire structure and format standards

• Implementing mechanisms to share time-sensitive survey insights with the appropriate BSWH teams.

• Create project proposals including timelines and deliverables

• Collaborating with the Customer Research Team to align survey designs with experience metrics and data analysis requirements

• Partner with the Customer Testing team to define experience metrics, formats and standards

• Data analysis and interpretation of findings

• Presenting findings and insights to multiple audiences

• Specialized survey design based on needs (e.g. MaxDiff programming and analysis, Conjoint programming and analysis, etc.)

• Questionnaires scale design

• Leverage VoC data to present insightful customer stories

• Ensuring data usage compliance (concerning open-ended text fields)

• Maintain a constant pulse of the customer's voice, to create better end to end experiences

• Collect, analyze and present experience data in an easy-to-understand format

• Leverage your understanding of the customer's voice to champion customer and patient needs and expectations

• Establishing protocols for handling and storing survey data in compliance with relevant regulations (e.g., ePHMRA, HIPAA)

• Documenting and maintaining comprehensive knowledge management documentation and repository for VoC and survey results, survey designs, programming codes, and data usage protocols.

KEY SUCCESS FACTORS

Deeply empathetic user researcher that is endlessly curious about what makes people tick.

Bachelor's degree in a relevant field such as Human-Computer Interaction, Psychology, Cognitive Science, or a related discipline

Proven experience as a UX researcher, with a strong portfolio demonstrating successful research outcomes and the ability to influence product design and strategy.

Expertise in conducting qualitative and quantitative research methods, such as interviews, surveys, usability testing, card sorting, and heuristic evaluations.

Proficiency in analyzing research data and synthesizing findings into clear, actionable insights and recommendations.

Excellent communication skills, with the ability to effectively articulate research findings to both technical and non-technical stakeholders

Strong knowledge of UX design principles and best practices, with an understanding of how research informs design decisions.

Familiarity with healthcare industry trends, patient engagement, and regulatory considerations is highly desirable, but not required.

Proficiency in using UX research tools and software, such as ~~~, Qualtrics, and other analytics platforms.

Ability to work independently and manage multiple research projects simultaneously, while adhering to deadlines

Leadership skills, with the ability to inspire and mentor junior researchers, and collaborate effectively with cross-functional teams.

BENEFITS

Our competitive benefits package includes the following

• Immediate eligibility for health and welfare benefits

• 401(k) savings plan with dollar-for-dollar match up to 5%

• Tuition Reimbursement

• PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level

QUALIFICATIONS

• EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification

• EXPERIENCE - 5 Years of Experience

As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.