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CX Analytics/Product Manager
 
The Customer Experience (CX) Measurement, Analytics & Insights Product Manager will work closely with CX, segment, functional leadership and execution teams to drive results for customer experience Analytic & Measurement initiatives from initial problem definition through go-to-market.
 
The Analytics & Measurement Product Manager applies advance knowledge of analytics, product management and/or development and general knowledge of customer experience disciplines, the health insurance industry, and lean process thinking to lead CX initiatives that span functional areas and represent significant investment spend.  Candidate will manage a portfolio of new and existing initiatives and coordinate with the development teams to deliver reporting, Measurement and Analytics capabilities. Candidate will be responsible for building, testing and maintaining technologies which enable the development of cutting edge predictive business applications and support CX Analytics functions.
 
An ideal candidate should be comfortable working with technical and non-technical stakeholders, enjoying work with data, and must be a team player who is willing to manager multiple priorities.
 
Job Responsibilities
  • Plan and oversee large scale customer experience Analytics & Measurement transformation initiatives; including the definition, design, development, implementation, and integration of people, processes, and technology that lead to measurable experience and administrative cost outcomes.
  • Serve as the CX Analytics & Measurement lead, partnering closely with Executive Sponsor(s), Business Lead, segment leadership, and IT partners through key initiative(s); serve as thought leader on applying customer experience methodology to business problems
  • Executes on initiatives that lead experience metric definition to translate customer expectations into KPIs and operational metrics.
  • Lead cost/benefit assessment to define potential financial, business, and industry impacts of initiatives. 
  • Manage risk by working with the project manager to establish project management processes (regular status reports, etc.) to address execution challenges.
  • Manage and prioritize the backlog for an agile team responsible for the development of the infrastructure and capabilities and delivery of various dashboard and reporting
  • Manage the implementation of various Voice of Customer (VOC) capacities including surveys, social media feeds, Voice to Text capabilities
  • Manage the data quality control and audit the accuracy and efficiency of the existing models
  • Manage the implementation of new data architecture that will support a single view of the customer
  • Manage the implementation of a CX Data Mart and work with the director to develop a governance model
  • Manage the implementation of various closed loop platform and processes
  • Coordinate program of key initiatives with Development team and Product owners
  • Guide the initiative through CX Steering and formal gate request process.
  • Provide regular updates to leadership on accomplishments of key milestones, as well as any risks or concerns.
Requirements:
  • Bachelor’s Degree or similar field or equivalent work experience, related to Data modeling, database, data architecture, data visualization, and Analytics
  • 6  years’ of related work experience or an equivalent combination of transferrable experience and education (work experience working in a data-centric business environment).
  • Experience in setting technical requirement, building automated reporting and live dashboards,
  • Relational database and data Architecture knowledge is required
  • Strong understanding of data structure and reporting design principles and priorities around the customer: capturing voice of customer, drawing out customer insights, analyzing customer data, designing solutions, etc.
  • Experience leading teams in a matrixed environment with reporting responsibilities to two or more different areas.
  • Strong leadership skills to bring stakeholders together; consensus builder and thought leader.
  • Must have strong business acumen and the ability to influence business decisions & directions for initiative.
  • Understanding of projects with technology components (e.g., implementation lifecycle: requirements gathering, design, testing, etc.).
  • Expert in SQL and working knowledge of relational databases
  • Experience communicating effectively through visualizations
  • Technical experience with analytical tools, methodologies and design
 
Preferred Criteria:
  • Expertise in data visualization, dashboard design, analytics apps.
  • Understanding of technical architecture of complex and highly scalable solutions
  • Experience applying Customer Experience disciplines
  • Understanding of data warehousing concepts (ETL, data modeling, reporting), data mining, machine learning and data sciences
  • Experience in defining product roadmaps and delivering value
  • Hands-on experience is with proven track record of delivering business projects with technology components.
  • Strong communication skills and the ability to communicate appropriately at all levels of the organization.
  • Business knowledge of Florida Blue specifically is preferred.
  • Lean/Six Sigma certification or Product Management certification.
  • Bachelors/Master’s degree in in in Mathematics, Statistics, Analytics, Operations Research
  • broad knowledge of health care
  • Expert with python and/or R and/or SAS

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