Job Title: Senior Manager, Customer & Market Insights
Posted by: CAQH on Jul 04, 2022
Location:
Washington , DCJob Description:
Facilitates regularly scheduled and ad-hoc research to assess customer experience and expectations over time, delivering relevant insights throughout the enterprise to address company and market opportunities. Oversees on-going monitoring of competitive intelligence and market landscape. Drives development of cross-functional insights to shape decision-making.
Responsible for research, voice of the customer analytics and market validation for new and existing product priorities. Strong change agent who can incorporate customer experience, market research and competitive intelligence findings, as well as market analytics, to develop new competitively differentiated products and enhance existing products as needed.
Specific Responsibilities
Oversee development and execution of annual and ad hoc market research projects to drive or address business challenges and opportunities. Manage transactional and competitive NPS program design and execution, and report results to CAQH staff on a quarterly basis. Measure customer loyalty and satisfaction using innovative and evolutionary methods. Develop and maintain KPI dashboards for each CAQH solution. Design and lead product concept studies. Build and maintain a portfolio of vendors with different market research expertise areas. Develop and manage a competitive intelligence governance process. Lead research, competitive intelligence, and analytics function as a valued internal consultancy, generating insights and applying them across departments to drive improved business performance. Track publicly available competitive news, announcements, and messaging to be reported to CAQH leadership. Provide actionable take-aways from research and helps business partners understand how to change their processes/actions as a result. Ensure all the organization's CMI resources are effectively leveraged to make a maximum contribution to grow the mission. Assist in the development of strategic business and marketing plans. Develop best-in-class testing frameworks that improve the likelihood of useable results. Stay up to date on emerging marketing data-related trends. Work cross-functionally to analyze product effectiveness and understand what is needed to improve product capability and or differentiation to win in the market. Collaborate with product marketing, product management, finance, business development and other stakeholders. Translate business questions and marketing objectives into analytic hypotheses, data needs and reporting requirements. Other duties as assigned or requested.
Knowledge, skills and abilities
Ability to communicate clearly and concisely with business and technical stakeholders using their terminology. Ability to support a mix of in-house and vendor-based resources. Ability to serve as a trusted business partner with product management, product marketing, sales, and account management. Knowledge of customer experience processes using net promoter score (NPS) with journey mapping, facilitation, data collection, action planning and problem solving/ideation activities. Experience in NPS preferred. Ability to work collaboratively and effectively across matrix organizations to ensure stakeholder alignment. Strong communication skills with the ability to adapt messages for different audiences and marketing/communications channels. Strong analytic capabilities to analyze target audience market research, competitive intelligence, and in-house end to end conversion metrics (and others) to develop product capabilities to drive product and market growth. Ability to set priorities and manage projects, completing them on-time and on-budget. Proactive, independent self-starter with the ability to multi-task and effectively juggle competing priorities and keep the team members on track against deadlines and accountabilities. Ability to handle responsibilities and relationships within CAQH and among stakeholders with poise, tact, resourcefulness, creativity and flexibility.
Experience
3-5 years in Market Research, Competitive Intelligence and/or Data Analytics required with strong presentation and communication skills.
Education
Bachelor's Degree in related discipline required. Master's Degree preferred.
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Employment Type
FULL_TIME
Hiring Organization
CAQH
Pay Rate:
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About CAQH
For more than 20 years, CAQH has created shared initiatives to streamline healthcare administration. Today, CAQH technology-enabled solutions, operating rules and research help nearly 1,000 health plans, 1.6 million providers, government entities and vendors connect, exchange information and operate more efficiently. Solutions CAQH technology-enabled solutions eliminate redundant and inefficient administrative processes between health plans and providers for credentialing, directory maintenance, coordination of benefits and other essential business functions. Operating Rules CAQH Committee on Operating Rules for Information Exchange (CORE) brings the healthcare industry together make sharing business information more automated, predictable and consistent. CAQH CORE Certification is the industry’s trusted seal of approval to distinguish organizations that meet the highest standards for electronic data exchange. Research CAQH Explorations researches opportunities to reduce the burden of manual processes in healthcare administration. Each year, the CAQH Index measures the industry’s progress toward a more automated and efficient healthcare system. Mission Statement To accelerate the transformation of business processes in healthcare through collaboration, innovation and a commitment to ensuring value across stakeholders. Vision CAQH is the leader in creating shared solutions to streamline the business of healthcare.