JOB SUMMARY

We’re seeking a strategic and data-driven Senior Analyst to join our Voice of Customer (VoC) Program team at Baylor Scott & White Health in the Customer Experience Office. In this role, you will turn customer feedback into actionable insights that shape organizational strategy and elevate the customer experience. You’ll lead the analysis of qualitative and quantitative customer experience feedback data across VoC channels, support the development of experience OKRs and strategy drivers, and manage always-on dashboards that monitor customer sentiment and experience trends. You’ll collaborate closely with analytics, customer research, and business stakeholders to ensure insights are translated into meaningful action, while advancing VoC program maturity through governance, closed-loop feedback, and communication initiatives. This is a high-impact opportunity to influence decisions that directly improve how we engage with and serve our patients and customers.
This role is remote; for candidates that do not reside within the DFW area. For candidates in the DFW area, this position is hybrid.

EXPERIENCE:

• 5-7+ years of experience in customer experience management, Voice of Customer programs, customer analytics or related roles.
• Proven track record of managing digital feedback tools and platforms.
• Experience collaborating with technical teams and understanding of web/app development processes.

SKILLS:

• Strong analytical skills with the ability to interpret complex data sets.
• Excellent communication and interpersonal skills.
• Proficiency in VoC tools (e.g., Qualtrics, Medallia) and data visualization software.
• Ability to manage multiple projects simultaneously and meet deadlines.

PREFERRED QUALIFICATIONS

1. Familiarity with healthcare industry standards and patient feedback mechanisms.
2. Familiarity with data source integration.
3. Knowledge of regulations in managing data privacy, PII, and PHI, and best practices in customer feedback collection

ABOUT US

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

QUALIFICATIONS

• EDUCATION - Bachelor’s or 4 years of work experience above the minimum qualification
• EXPERIENCE - 5 Years of Experience