We are looking for a Customer Insights Manager to join our team! This role will be responsible for leading the Customer Insights (CI) team to align with the customer’s journey. This person will work closely with cross-functional teams to develop and direct the CI strategy based on business goals. Lead insights team in research initiatives using member experience, customer sales and retention, brand and industry trends, and other significant data in statistical analysis. Develop deep understanding and disseminate customer insights related to products, engagement, services and support that will identify key trends to improve customer satisfaction. You will be an advocate for the customer and will influence our strategies to further enhance the customer experience. This leader will continue building innovation methodologies throughout the company through the guiding and facilitation of design thinking and lean startup methodologies.
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.
The pay range for this position In Western Washington varies between $95,160.00 – $135,420.00. Washington Dental Service and its affiliates, including Delta Dental of Washington and Arcora Foundation intends to offer the selected candidate a base pay within this range, dependent on job-related, non-discriminatory factors such as experience. Base pay will also be adjusted based on the candidate’s geographic location.
Essential Responsibilities include the following: The list of responsibilities listed is not intended to be comprehensive. Washington Dental Service and its affiliates, including Delta Dental of Washington andArcoraFoundation reserve the right to change the responsibilities at any time with or without notice.
- Partner with experience owners to guide the creation and evolution of a CI team that facilitates deep understanding of all our customers, advise business and product teams in crafting outstanding experiences to drive business goals.
- Ensure that the CI team has constructed and shared a roadmap for team activities that accounts for changes in organizational priorities and internal partner needs.
- Engage partners in the communication and intake process, which will accommodate research design, interviews, results analysis, and insights recognition.
- Curate research insights to maintain valuable reference material for long-term availability and reusability. And identify and index key insights to create a searchable digest. Direct tagging and cataloging of CI research.
- Represent the member’s voice and champion member empathy to improve existing experiences or create new ones by allowing our members to share what their needs are and what opportunities and strengths exist.
- Stay current and understand internal and external research trends.
- Perform data analysis and publish customer insights in an easily digestible format to quickly inform day-to-day and long-term strategy decisions.
- Facilitate the Customer Insights forums, sharing the voice of the customer and driving continuous evolution of customer experience through useful insights.
- Maintain compliance requirements related to customer insights and ensure surveys are developed and implemented as requested.
- Support experience owners and product managers in conducting their own research.
- Champion the enhancement of company-wide activities that encourage innovative approaches such as Design Thinking Lead a team of researchers and data analysts to support product teams and services that create outstanding customer experiences while driving towards fulfillment of our mission.
- Build a strong team through effective hiring and mentoring of managers and team members, continuous feedback, and employee development.
- Participate in budget planning to develop realistic financial plan and ensure that overall expenditures are within budget.
- Partner across organization to assist in translating company strategy into concrete insights.
- Develop and forecast workflow, and partner with senior leadership and other departments.
Experience, skills, and education do you need to have to succeed in the position: The requirements listed below are representative of the knowledge, skill, and/or ability required to successfully perform the essential functions of the position.
- Bachelor’s degree and 6 years of experience in user research, or equivalent combination of education and experience
- 4 years of direct leadership or cross-functional team leadership
- Proven track record of coaching, developing, and leading a team of diverse people
- Ability to build deep compassion for users to support innovative, well thought through solutions that fit in with their natural workflow and increase their engagement with our product
- Apply strategic frameworks to evaluate concepts and influence decisions to solve problems and invest time and resources to
- Strong interpersonal and talent leadership abilities known for crafting work environments where people can achieve their full potential
- Cultivate working relationships within the team and establish relationships with partners and customers
- Ability to present a compelling story across all levels of the organization, recognizing the needs of each audience and delivering insights to each audience in a way that connects them to the customer
- Experience in qualitative and quantitative research, able to turn data into useful insights
- Solid understanding of data survey and data visualization tools
- Experience with innovation methodologies including Design Thinking and Lean Startup preferred
Washington Dental Service and its affiliates, including Delta Dental of Washington andArcoraFoundation 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.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)