Why Mayo Clinic
Mayo Clinic is the nation's best hospital (U.S. News & World Report, 2022-2023) and ranked #1 in more specialties than any other care provider. We have a vast array of opportunities ranging from Nursing, Clinical, to Finance, IT, Administrative, Research and Support Services to name a few. Across all locations, youll find career opportunities that support diversity, equity and inclusion. At Mayo Clinic, we invest in you with opportunities for growth and development and our benefits and compensation package are highly competitive. We invite you to be a part of our team where youll discover a culture of teamwork, professionalism, mutual respect, and most importantly, a life-changing career!
Mayo Clinic offers a variety of employee benefits. For additional information please visit Mayo Clinic Benefits. Eligibility may vary.
Position description
The Senior Analyst VOC supports more advanced and complex products to identify opportunities to improve customer experience through voice of customer data and analysis. The Senior Analyst VOC is considered a SME and will design and deploy surveys utilizing VOC platform technologies. They will analyze, report, and track information to identify data patterns and customer pain points in collaboration with Digital Analytics and Optimization team members. Uses multiple sources of data including structured and unstructured customer research, benchmarks, demographics and internal operational data. Process and distill VOC posts across listening channels to drive actionable, data-driven recommendations that address consumer needs and strategic priorities. Interpret VOC data, customer effort, (CES), satisfaction (CSAT) score drivers, conduct statistical analyses, and develop holistic insights using available VOC data, business metrics, and knowledge of user experience across touchpoints. Engage in dialogue with stakeholders to understand the scope and impact of any potential causes or changes to the user experience, aiding interpretation of VOC insights.
This vacancy is not eligible for sponsorship/ we will not sponsor or transfer visas for this position.
Qualifications
Minimum BS/BA in Computer Science, Information Systems, Business, Marketing or related degree.
5 years' experience in VOC analyzing unstructured data for rule-based categorization and sentiment analysis.
5 years technical expertise in digital analytics and testing tools, such as: Qualtrics, Medallia, Clarabridge, Stratifyd, Optimizely, Google Analytics 360, BigQuery
Experience and proficiency with SQL
Candidate must possess strong interpersonal and presentation skills as well as demonstrated skills in fact-based analysis using large amount of structured and unstructured data, including the ability to persuasively present insights and recommendations to senior management. Strengths in structured and logical thinking, problem solving, issue resolution and attention to data. Advanced Excel skills including pivot tables, data visualization and writing macros. Project oriented, proactive, self-motivated work style with proven ability to manage effectively multiple projects and changing priorities in extremely fast paced environment and able to deliver superior results within given deadlines.
Additional qualifications
Ability to translate business requirements into technical plans and reporting solutions in order to analyze data, interpret results and recommend solutions to enable teams to make decisions around optimizing or understanding product investments. Keen problem-solving abilities. Strong attention to detail, excellent organizational skills, ability to work independently, manage multiple projects/responsibilities. Demonstrated strategic and creative thinking ability. Proven team player with the ability to lead, guide and influence cross-functional teams. Knowledge of A/B/multivariate testing, knowledge of various data mining techniques to generate business insight preferred.
Experience with Medallia strongly preferred.
Exemption status
Exempt
Compensation Detail
$110,385.60 - $160,076.80/ year
Benefits eligible
Yes
Schedule
Full Time
Hours / Pay period
80
Schedule details
Monday-Friday, 8 am - 5 pm.
100% remote role, the employee can work anywhere within the U.S.
Weekend schedule
Not applicable
Remote
Yes
International Assignment
No
Site description
Mayo Clinic is located in the heart of downtown Rochester, Minnesota, a vibrant, friendly city that provides a highly livable environment for more than 34,000 Mayo staff and students. The city is consistently ranked among the best places to live in the United States because of its affordable cost of living, healthy lifestyle, excellent school systems and exceptionally high quality of life.
Recruiter
Laura Percival
EOE
As an Affirmative Action and Equal Opportunity Employer Mayo Clinic is committed to creating an inclusive environment that values the diversity of its employees and does not discriminate against any employee or candidate. Women, minorities, veterans, people from the LGBTQ communities and people with disabilities are strongly encouraged to apply to join our teams. Reasonable accommodations to access job openings or to apply for a job are available.
