Job Location: Portland, OR
At Legacy, our mission is to make life better for others, and we carry out that mission in everything we do. We rely on individuals who are experts in their field and who view their work as vital to the overall success of the healthcare community. Are you that type of individual? If so, we invite you to consider this opportunity in our Customer Experience team.
Our new Customer Experience (CX) function at Legacy Health, we’re focused on deeply understanding consumer / patient needs and experiences and translating those into growth opportunities for the system. Our aim is to build meaningful relationships with consumers / patients by providing the health and care services through connected experiences throughout their care journey. We do this by generating insights about who the consumers are as people, anticipating where the market is going through trends analysis, and then identifying unmet needs that Legacy can help address, ultimately staying consistent with our mission to become essential to the health of the region. This new team at Legacy has a unique opportunity to impact the patient and consumer, the health of the region, and the system as a whole on a strategic level.
Responsibilities
As a founding member of the Customer Experience (CX) function, the Consumer Insights Lead influences and shapes the team and department by bringing passion and empathy for all things consumer & customer. Manages large-scale insights projects, builds and monitors Voice-of-Customer (VoC) platforms and programs, and leverages customer insights to help accelerate and amplify the strategic priorities of Legacy Health. Leads and oversees VoC programs, tracks and monitors the customer experience, and drives large-scale research studies that will inform the long-range strategy and CX transformation. Scopes out and leads the implementation of research and insights tools, platforms, and programs that can be used to monitor the Voice of the Consumer, mine data, conduct research (qual or quant), and drive to insights. As thought-leader for the strategy & insights function, takes the lead in establishing and maintaining strong partnerships with key strategic leaders and various stakeholders across Legacy Health, creating and presenting analyses that motivate and guide the organization toward customer-centric strategies and action plans to enable growth and loyalty.
Education
Qualifications
Bachelor’s degree required (preferred fields: economics, research, marketing, psychology, statistics, behavioral research, or business). Master’s degree preferred.
Experience
7-10 years of hands-on marketing research, insights, and data analysis experience required, to include integrating research and insights into broader strategic initiatives; managing large-scale research studies; designing, implementing, and managing recurring consumer tracking programs (e.g. NPS, Transactional, brand health); and both quantitative and qualitative research techniques. Experience with data, analytics, and visualization tools (e.g. Power BI, Tableau, R, SPSS, SAS, etc.), Primary and Secondary research, designing and managing consumer insights projects, and experience writing reports of insights and recommendations preferred.
Skills
Strong ability to conduct research and integrate analytics into powerful presentations. Comfort leading, managing, or performing data analysis to transform raw data into meaningful consumer-focused insights and analytics. Excellent writing and communication skills.
Legacy’s Values In Action
Follows guidelines set forth in Legacy’s Values in Action.
Equal Opportunity Employer/Vet/Disabled
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