CSC Survey Specialist

The CSC Survey Coordinator is a member of the Customer Service team that will be responsible for visualizing insights from surveys to improve member experience driving world class service and first call resolution. This position will work closely with the Operations Data Analyst team. This entails identifying, extracting, organizing, storing, analyzing, reporting, and modeling data from the surveys (currently conducted by SQM) in support of departmental initiatives, Customer Experience (CX) initiatives, and Division-wide initiatives. Also, the CSC Survey Coordinator will identify trends and present the results and recommendations to the leadership and management teams. This position will collaborate with subject matter experts (SMEs) and leaders to understand business needs and develop visualizations for them. Overall, this role requires one to manage multiple on-going projects, develop insights, deal with changing priorities, be a quick self-starter, and deal with a high degree of ambiguity while providing review from a single lens of the department results. This position reports to CSC Manger.

“This position is eligible to work onsite or hybrid (9 or more days a month on site) in accordance with our Telecommuting Policy. Applicants must reside in Kansas or Missouri or be willing to relocate as a condition of employment.”

• Make a Positive Impact: Your work will directly contribute to the health and well-being of Kansans.
• Family Comes First: Total rewards package that promotes the idea of family first for all employees.
• Professional Growth Opportunities: Advance your career with ongoing training and development programs.
• Dynamic Work Environment: Collaborate with a team of passionate and driven individuals.
• Trust: Work for one of the most trusted companies in Kansas
• Stability: 80 years of commitment, compassion and community
• Flexibility: options to work onsite or hybrid available

• Blue Cross and Blue Shield of Kansas offers excellent competitive compensation with the goal of retaining and growing talented team members. The compensation range for this role is a good faith estimate, it is estimated based on what a successful candidate might be paid. All offers presented to candidates are carefully reviewed to ensure fair, equitable pay by offering competitive wages that align with the individual's skills, education, experience, and training. The range may vary above or below the stated amounts.

• Identify data sources, both internal and external, to aid in dashboard and reporting development.
• Process, cleanse, and verify the integrity of data used for analysis. Extending company data with third party sources of information as needed.
• Organize and maintain databases with data joined across multiple sources.
• Reconcile interactions and various data sources to make sure the information displayed is accurate and valid.
• Analyze survey data to develop reporting and visualizations to support data-driven decision making by division leaders. Provide actionable overall insights to address key behaviors and coaching opportunities.
• Track, report, and analyze the performance of Customer Service employees survey feedback programs, ad-hoc analytic requests, and development/automation of reports.
• Evaluate customer interaction behavior and feedback to provide insights and recommendations for further actionable items to improve the customer experience.
• Implement automated processes for data efficiency. Create PowerPoint presentations to provide education as well as onboarding for new employees being surveyed as well as the onboarding process of new leadership.
• Serve as data subject matter expert for operations data, customer sentiment, and interactivity data.
• Maintain an expert understanding of the survey software/application. Maintain a strong knowledge of industry best practices and trends. Constantly seek and investigate opportunities to improve data sources and analytic methods.

• Strong organizational, communication and presentation skills with the ability to communicate findings to a wide array of both technical and non-technical audience effectively in person and virtually.
• Proven ability in handling concurrent projects with attention to detail and accuracy.
• Strong project management skills are desired to keep projects advancing at a reasonable pace.
• Working knowledge on the extraction, interpretation, and preparation of both quantitative and qualitative data.
• Ability to identify and make sense of rich data sources, manage large amounts of data, merge datasets, ensure consistency of datasets, graphically portray data to gain insights, build statistical models, understand data and model shortcomings, and effectively communicate findings.
• Knowledge of data structure and manipulation techniques, relational database, and proficient SQL skills.
• Proficiency in Microsoft Office Suite and database management tools.
• Ability to understand the capabilities, limitations, and characteristics of corporate data systems and build relationships with experts throughout the company.
• Ability to make decisions using independent judgment and creativity to resolve issues and overcome roadblocks

• Bachelor’s degree in technology, mathematics, statistics or related field or 5 years’ experience as a Data Analyst preferred. In lieu of a degree, a minimum of four years in-depth experience with the current survey vendor (SQM) is required.
• Minimum of four years of hands-on experience in analyzing the data from the survey vendor required and the ability to learn new software programming when introduced.
• Experience in statistical or data analysis with focus on health care, digital /web, call center, voice of the customer preferred.
• Two years of experience in using Tableau dashboards preferred.
• Two years of experience using data extraction tools and data modeling preferred.
• Experience in building and automating management level reporting preferred.
• Experience in using Tableau or Power BI to build dashboards for teams, departments, and enterprises preferred.

• Ability to sit for extended periods.
• Ability to look at a computer screen for prolonged periods.
• Occasionally, be in person upon request.

• Base pay is only one component of your competitive Total Rewards package
• Incentive pay program (EPIP)
• Health/Vision/Dental insurance
• 6 weeks paid parental leave for new mothers and fathers
• Fertility/Adoption assistance
• 2 weeks paid caregiver leave
• 5% 401(k) plan matching
• Tuition reimbursement
• Health & fitness benefits, discounts and resources