Delta Dental of Washington Looking for Sr. Customer Insight Researcher at Seattle, WA Full Time

REQUISITION NUMBER: SRCUS001083

TYPE: Full-Time

LOCATION: Seattle, 400 Fairview Ave N, Suite 800, Seattle, WA, 98109, USA

Spokane, 611 N. Iron Bridge Way, Suite 200, Spokane, WA, 99202, USA

Colville, 720 South Washington Street, Colville, WA, 99114, USA

We are seeking a Sr. Customer Insight Researcher who will ensure that business leaders are able to make informed decisions about how to deliver outstanding customer experiences based on insights garnered directly from our customers (Members, Providers, Groups and Brokers). You will be an advocate for the customer and will influence our strategies to further improve and be a primary conduit by which customer information is collected, customer data is interpreted, and insights are shared throughout the company. You will deepen our knowledge on customer satisfaction and needs, bring consistency to our methods for understanding customers’ perspectives, and run multiple projects to improve our understanding of customers that will allow business leaders to drive continuous improvements to the customer experience.

At Delta Dental of Washington our vision is that all people can enjoy good oral and overall health, with no one left behind. We succeed because of a shared commitment to a set of values that guide everything we do – for our customers, for our communities, and for each other. We are Accountable. We lean in with Courage. We stay Curious. We are Inclusive. We act with Integrity.

We offer a highly competitive medical, dental and vision plans as well offering an 8% 401k match and all employees start accruing vacation and sick time from their very first day. We empower employee development through our tuition reimbursement plan, professional development plans, and employee-led communities.

Responsibilities include the following. Other duties may be assigned.

• Routinely initiate, support and improve the process of collecting customer feedback, analyzing it and crafting informative reports that influence business decisions.
• Solid understanding of quantitative and qualitative data collection methodologies and able to collaborate with business partners to identify and recommend the best approach to collecting various types of customer feedback.
• Take a customer-first approach to analysis; understanding customer needs indicated by data and recommending ways to meet those needs.
• Develop and deliver creative presentations with a focus on story-telling, high-level takeaways, and visual communication to help influence business decisions.
• Support and analyze ongoing surveys and reports along with ad hoc requests which includes collecting and analyzing across all data collection points – web intercepts, phone feedback, surveys, social media, etc.
• Continue to iterate and improve standard metrics and collection methods of collecting information that span multiple customer types, segments within those types and interaction points.
• Directly contact customers in one on one or panel sessions and collect feedback through these interactions.
• Show curiosity and self-motivation to discover insights by connecting information across multiple sources.
• Ensure compliance with customer surveys required by group contracts, DDPA and other agreed upon mandates.

Qualifications: The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree (B. A.) from four-year College or university and five years related experience and/or training; or equivalent experience.
• Strong understanding of customer research methodologies and survey design
• Ability to distill analysis into concise and actionable recommendations and present to management audiences up to the executive level.
• Comfortable with ambiguity with the ability to prioritize; proven track record to manage multiple projects (both small and large) and adjust to changing priorities.
• Ability to effectively collaborate with stakeholders at all levels of the organization through effective written and verbal communication and strong interpersonal skills.
• Excellent communicator with a proven ability to present a compelling story, recognizing the needs of each audience and delivering insights to each audience in a way that connects them to the customer.
• Strong problem-solving skills, curiosity, and open-mindedness
• Quick learner, especially as it relates to testing and embracing new technologies
• Proactively work as part of a team and independently
• Advanced Microsoft Office Suite skills, Tableau skills, SQL and Presentation tools (e.g., story-telling)

Washington Dental Service and its affiliates, including Delta Dental of Washington and Arcora Foundation is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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