Healthcare CX Research Data Scientist

at  Baylor Scott White Health

JOB SUMMARY

As a Senior CX Researcher, you hold a pivotal role in advancing customer experience and driving innovation across our digital products and services. Your expertise will be crucial in leading a research testing and evaluation data analytics capability, visualizing data in a way that informs the overall experience for patients, healthcare providers, and other stakeholders. Our team is responsible for quantifying customer behavior through the use of measurable data and outcomes. That means you will collaborate extensively within the team and cross-functional to spearhead quantitative research testing efforts, distilling complex findings into actionable customer insights. This role requires a proven track record in conducting data collection and statistical analysis methods to measure customer experience impact and showcasing an understanding of data driven user-centric design. Your role will involve translating research data findings into powerful stories that galvanize the organization to action on valuable insights and recommendations.
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.

KEY SUCCESS FACTORS

Exemplify a deep sense of empathy and relentless curiosity, seeking to uncover the intricacies of user motivations and behaviors.
Bachelor’s degree in a relevant field such as Human-Computer Interaction, Computer Science, Business Analytics, Mathematics, Data Science, Statistical Data Analysis, or a related discipline.
Proven experience as a Data Scientist, Data Engineer, Machine Learning Engineer, Data Principal, Customer Intelligence Analyst, CX Analytics Analyst, Quantitative Analyst, etc., with a strong portfolio demontstrating successful outcomes and the ability to influence corporate strategy through story-telling.
Expertise in conducting quantitative statistical analysis methods, such as segmentation, text mining, trend analysis, correlation, signal monitoring, scenario planning, artificial intelligence, machine learning, etc.
Proficiency in analyzing large data sets and synthesizing findings into clear, concise and actionable insights and recommendations.
Excellent communication skills, with the ability to effectively articulate research findings to both technical and non-technical stakeholders through sufficient communication and visualization.
Strong knowledge of statistical analysis principles and best practices, with an understanding of how data informs customer experience decisions.
Familiarity with healthcare industry trends, customer conversion and retention, patient engagement, and regulatory considerations is highly desirable, but not required.
Proficiency in using tools and software, such as Pandas, Caret, Power BI, Tableau, Python, R, MySQL, SPSS, Apache Hadoop, Salesforce and other analytics and CRM platforms.
Proven ability to improve customer experience, identifying insights for continuous improvement and communicating an impactful story to influence the organization through the use of data.
Ability to work independently and manage multiple projects simultaneously, while adhering to deadlines
Leadership skills, with the ability to inspire and mentor junior data analysts, and collaborate effectively with cross-functional teams.

QUALIFICATIONS

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

Design and execute a comprehensive CX and UX research testing statistical analysis strategy.
Build out the CX/UX analyutics capability through database management, data collection, data visualization and other quantifiable data analysis methodologies and tools to define program standards including what to measure and how to measure it.
Spearhead and execute large and complex customer testing research data initiatives, uncovering user needs, trends and signals that drive innovation in our digital products and services.
Lead the customer experience and user experience research testing team as the subject matter expert owning the discipline, providing recommendations and guidance on the ideal CX analytics approach.
Strategically plan and execute data collection best practices, demonstrating mastery in data modeling and visualization.
Effectively tell the story through expertly analyzed and synthesized customer experience research testing data from multiple sources, using correlations, regression models, statistical significance, etc. to ultimately provide actionable insights that guide product and services strategy.
Collaborate seamlessly with peers and cross-functional teams, leading the integration of customer experience metrics with product and service design through dashboards and reports.
Possess an in-depth understanding of the healthcare industry, utilizing trends and regulations to shape dashboard and reporting views within compliance.
Champion customer experience data analytics as a tool for strategic foresight, influencing stakeholders at all levels of the organization on what to measure, how to measure it and potential opportunities.
Continuously stay at the forefront of statistical analysis, data modeling and visualization methodologies, tools, and industry trends, refining processes and applying scenario planning outcomes to the customer experience organization.