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.  

ESSENTIAL FUNCTIONS OF THE VOICE OF CUSTOMER SENIOR ANALYST

Program Strategy, Execution and Integration:

  Execute and integrate the strategic vision and roadmap for the VoC program, aligning with organizational goals and objectives in partnership with the broader VoC Program Team.

  Collaborate with the strategic and technical VoC lead to ensure the design and implementation of VoC program data collection and research methodologies.

  Collaborate with cross-functional teams to integrate VoC insights into decision-making processes, operational strategies and organizational change management.

  Build program content for business impact, including VoC scorecards, business reviews, leadership decks, all aimed at highlighting customer-centric insights and performance stemming from extended VoC dashboards.

  Identify use case scenarios that allow variations at the product and feature level, understanding nuances across business lines, to further execute and expand into additional CX measurement.

Insight Generation:

Analyze VoC customer experience feedback data to derive actionable insights and recommendations for improving customer experience and driving business outcomes.

  Identify market trends, patterns, and overall opportunities that can help influence future business roadmaps; this includes conducting secondary research.

  Surface trends in customer sentiment, themes and emerging issues presented through Voice of Customer channels, helping to pinpoint positive and negative trends that impact our customer-centric strategies, including root cause analysis.

 Craft the story to relay findings to stakeholders and leaders via ad hoc meetings and sprint reviews, helping to support both VoC sprint reviews and business sprint reviews (sharing insights, where applicable).

Stakeholder Management:

  Develop and maintain strong relationships with key stakeholders across the organization to ensure alignment and support for the Voice of Customer (VoC) program.

  Act as the primary point of contact / intake for stakeholders when necessary to address stakeholder needs and concerns regarding the VoC program.

 Facilitate regular meetings and updates with stakeholders to communicate program progress, insights, and action plans.

 Partner with the technical and database leads to gather and integrate stakeholder feedback to continuously refine and enhance the VoC program.

  Operate as a gatekeeper to ensure Voice of Customer requests are properly scoped and assigned to a dedicated Voice of Customer resource as needed.

Performance Monitoring and Reporting:

 Develop and enhance key drivers of our CX Strategy, defining the right key drivers and OKRs across businesses to ensure we are raising customer goals and concerns to our partners.

 Establish key performance indicators (KPIs) and metrics to track the success of the VoC program.

 Monitor and provide guidance to maintain the VoC Dashboard structure and integration, partnering closely with the development team (Analytics & Intelligence) and the VoC Leads to understand the dashboard roadmap, potential enhancements for leaders and partners.

Prepare and present regular reports on program performance, insights, and impact to senior leadership.

 Identify trends and opportunities for improvement based on VoC data and feedback.

Continuous Improvement:

 Stay informed about industry best practices and emerging trends in VoC and customer experience management.

 Drive continuous improvement initiatives to enhance the effectiveness and efficiency of the VoC program.

 Collaborate with key stakeholders to capture opportunities for improvement.

 Assist in refining, communicating and implementing VoC governance levels (e.g., survey standardization, project intake, etc.).

 Lead opportunity for feedback loop to bring insights back to teams in a ‘closed-loop’ feedback set-up (e.g., mapping insights and themes back to specific facilities and closing the loop based on region or facility).

KEY SUCCESS FACTORS

1.       Voice of Customer Program Management: Demonstrated capability in building, maintaining and sustaining an omni-channel voice of customer program.

2.       Experience Metric Awareness and Actionable Usage: Proficient understanding of transactional and experiential customer experience metrics, circumstantial usage, delivering actionable insights and measuring the impact of VoC initiatives.

3.       Stakeholder Engagement and Management: Ability to build and maintain strong relationships with key stakeholders across the organization, ensuring alignment of VoC initiatives with business goals.

4.       Strategic Vision and Execution: Skill in developing and executing a strategic plan for the VoC program, including setting clear objectives, measuring progress, and adjusting strategies as needed.

5.       Change Management: Proficiency in managing organizational change, including guiding teams through transitions, communicating effectively, and ensuring the adoption of new processes or systems related to VoC.

6.       Analytical Expertise: Strong ability to analyze customer feedback and experience metric data, identify key trends and insights, and translate these into actionable recommendations for improving customer experience.

7.       Cross-Functional Collaboration: Effectiveness in working with various departments and teams to integrate VoC findings into broader business strategies and operational practices.

8.       Project Management: Capability to manage multiple projects and initiatives simultaneously, ensuring timely delivery and adherence to budget and resource constraints.

9.       Customer-Centric Mindset: Deep understanding of customer needs and expectations, and a commitment to using VoC data to drive improvements that enhance overall customer satisfaction.

10.    Communication Skills: Excellent verbal and written communication skills to clearly articulate insights, recommendations, and strategies to both technical and non-technical audiences.

11.    Innovation and Adaptability: Ability to stay current with industry trends, technological advancements, and best practices in VoC, and to apply innovative approaches to improve the program.

12.    Technology Integration: Ability to effectively integrate VoC tools with business systems and stay current with technology trends to enhance program capabilities.

13.    Results-Driven: Focus on achieving measurable outcomes and demonstrating the impact of VoC initiatives on customer satisfaction and business performance.

KEY QUALIFICATIONS

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

Benefits

Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

Eligibility on day 1 for all benefitsDollar-for-dollar 401(k) match, up to 5%Debt-free tuition assistance, offering access to many no-cost and low-cost degrees, certificates and moreImmediate access to time off benefits

At Baylor Scott & White Health, your well-being is our top priority.

Note: Benefits may vary based on position type and/or level

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.

Our Core Values are:

We serve faithfully by doing what's right with a joyful heart.We never settle by constantly striving for better.We are in it together by supporting one another and those we serve.We make an impact by taking initiative and delivering exceptional experience.

Belonging Statement

We believe that all people should feel welcomed, valued and supported, and that our workforce should be reflective of the communities we serve.

QUALIFICATIONS

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