Data Reporting and Analytics Consultant IV, Data Science
Summary
Analytics consultant (7-12 yrs) supporting Kaiser Permanente's member experience portfolios: analyzing contact-center, membership, social media, and voice analytics data to identify trends and root causes, and presenting insights to senior leadership. Position is based in Pune through Peoplefy Infosolutions.
Role & responsibilities
Job Summary:
The candidate will support the various member experience portfolios within Health Plan Analytics & Insights including understanding member contact frequency, understanding how membership trends are impacting the contact center, providing analysis of social media trends that impact Kaiser Permanente and its competitors, providing voice analytics support and serving as the main point of contact for contact center related escalations that require analysis to determine root causes. Success in this role requires the ability to re-prioritize tasks quickly in the event of urgent requests, the ability to prepare succinct executive summaries that communicate issues and actionable insights and the ability to partner with cross-functional teams to shape business strategy and drive enterprise decision-making.
Essential Responsibilities:
• Meet regularly with business partners, and cross-functional teams to understand business priorities, define analytical needs, and align on project objectives.
• Support a portfolio of analytics requests, prioritizing work, developing project plans, and ensuring timely delivery of insights and recommendations.
• Analyze operational, member experience, social media and voice analytics data to identify trends, opportunities, and emerging issues.
• Facilitate discussions with stakeholders to review findings, evaluate business implications, and identify opportunities for action.
• Prepare and deliver presentations, reports, and recommendations for senior leadership and operational partners.
• Collaborate with data, technology, operations, product, and experience teams to acquire data, validate findings, and support implementation of recommendations.
• Provide guidance and subject matter expertise on analytics methodologies, member experience measurement, and voice analytics applications.
• Monitor ongoing business performance and member experience indicators to identify emerging risks, trends, and opportunities requiring further analysis.
Preferred candidate profile
Perks and benefits