Senior Customer Experience Researcher

This individual is responsible for delivering actionable customer survey data and insights. Conducts research design, which includes development of protocols, procedures, implementing survey administrations, performing database management, analysis of findings, development and delivery of reports.

Survey Methodology and Governance:

• Works with Compliance, Quality, IT and Finance and other teams to develop documentation around survey methodology in support of internal and external reporting requirements.
• Documents design process and measurement best practices for all surveys and enterprise metrics.
• Designs and maintain company policy around customer research methods based on current industry and research best practices.
• Develops and document governance procedures around survey design and review.
• Conducts literature reviews in support of enterprise metrics design and development.
• Designs, document, develop and rollout survey analyses and sampling frame creation using a variety of computing tools (e.g., SQL, Access, Excel).
• Remains current on scientific literature around CX research and related disciplines.

CX Insights and Analysis:

• Prepares presentations for senior leadership on significant CX insights/analytic deliverables.
• Works with CX Consultants an CX Analytics leadership to develop CX insights products for external/customer review.
• Identify and translate business requirements into insights.
• Perform statistical analysis of data and report findings to appropriate parties.
• Conduct ad hoc analysis of customer experience data as needed.

Measurement and Research Design:

• Develops research approaches to address specific business requirements.
• Designs research questions for programmatic research initiatives.
• Analyzes survey and response rate data to identify psychometric and methodology improvement opportunities.
• Designs project-specific survey research and assessment tools in line with current research and best practices.
• Supports and/or develop protocols for sampling, data collection, analysis and reporting of satisfaction survey measurement efforts (e.g., patient and provider satisfaction studies and focused clinical studies).

Experience Design and Action Planning:

• Work with CX consultants in partnering with Business Transformation Office and other teams to develop action plans based on CX insights and analysis.
• Provides insight-based program-, product-, or service-based design recommendations.
• Develops approaches for applying survey insights to address business problems.

Other Job Requirements

Responsibilities

Bachelor's degree required.
5+ years of relevant experience.
Experience analyzing marketing or customer experience data.
Experience managing and analyzing structured and unstructured data.
Demonstrated commitment to professional growth and development.
Demonstrated consulting skills, strong customer focus in a complex business environment.
Strong written and verbal communications skills.
Ability to quickly learn new software applications and concepts as needed.
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General Job Information

Title

Senior Customer Experience Researcher

Grade

26

Work Experience - Required

Analytics/Informatics

Work Experience - Preferred

Education - Required

Bachelor's

Education - Preferred

Master's

License and Certifications - Required

License and Certifications - Preferred

CCXP - Certified Customer Experience Professional - Enterprise

Salary Range

Salary Minimum:

$70,715

Salary Maximum:

$113,145

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law.

This position may be eligible for short-term incentives as well as a comprehensive benefits package. Magellan offers a broad range of health, life, voluntary and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing.

Magellan Health, Inc. is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled.
Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their position; and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures.