NHS Human Services, Inc.

JOB SUMMARY

We are seeking an experienced Customer Experience, Operations Lead to oversee the deployment and management of intercepts on our company website, customer app, and web platforms. In addition, the candidate will have experience in general survey design and execution. These surveys either collect insights as standalone projects or eventually serve the basis for intercept collection. Intercepts are crucial for

gathering customer feedback metrics such as Customer Satisfaction (CSAT), Customer Effort Score (CES), and Net Promoter Score (NPS). The ideal candidate will have experience coordinating intercept deployment and collaborating with cross-functional teams – including VoC program managers, Patient Experience, engineers, software developers, and product managers. You’ll help to ensure the seamless deployment and operation of these feedback mechanisms to ultimately drive customer-centric solutions that contribute to exceptional healthcare experiences.

Salary Range:

The pay range for the position is $121k annually (entry-level qualifications) - $210k annually (highly-experienced). The specific rate will depend upon the successful candidate's specific qualifications and prior experience.

Key Responsibilities:

Intercept Deployment and Management:

• Oversee the implementation and maintenance of VoC intercepts across digital platforms.

• Collaborate with engineer and development teams to ensure technical feasibility and optimal performance of intercept tools.

• Monitor the quality of intercept performance and troubleshoot issues to improve the accuracy of continuous data collection

Intercept Platform Health and Optimization:

• Maintain and optimize the hosting platform (e.g., Qualtrics, Medallia) to ensure stable, efficient, and scalable intercept deployment.

• Identify opportunities to enhance intercept hosting, including workflow automation, performance improvements, and system integrations.

• Regularly audit and refine dashboards to provide key stakeholders with clear, actionable insights.

• Work with analytics and engineer teams to streamline reporting mechanisms, ensuring that data visualization and insight delivery are as efficient and effective as possible.

• Stay informed about advancements in VoC platforms and recommend best practices for improving system functionality and data reporting.

Cross-Functional Collaboration:

• Stakeholder relationship management: risk mitigation and alignment

• Work closely with product management, VoC programmers, and development teams to align VoC initiatives with business objectives.

• Communicate customer feedback insights to stakeholders, facilitating data-driven decision-making.

• Coordinate with analytics teams to interpret feedback data and identify actionable insights.

Process Optimization:

• Develop and refine processes for efficient VoC data collection and analysis.

• Implement best practices for intercept survey design, targeting, and deployment to maximize response rates and data quality.

• Stay informed about industry trends and emerging technologies to enhance VoC strategies.

Reporting and Analysis:

• Create comprehensive reports and dashboards to visualize customer feedback metrics.

• Present findings to senior leadership, highlighting key trends and areas for improvement.

• Track the impact of implemented changes on customer satisfaction and operational performance.

Survey Design and Execution:

• Select and implement survey question types, formats, and methodologies, ensuring consistency and alignment with transactional and experience metrics with data analysis needs.

• Plan and execute quantitative research projects to gather insights into user behavior, preferences, and interactions

Key Qualifications:

Experience:

• 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:

• Familiarity with healthcare industry standards and patient feedback mechanisms.

• Knowledge of regulations in managing data privacy, PII, and PHI, and best practices in customer feedback collection

BENEFITS

Our competitive benefits package includes the following

• Immediate eligibility for health and welfare benefits

• 401(k) savings plan with dollar-for-dollar match up to 5%

• Tuition Reimbursement

• PTO accrual beginning Day 1

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

QUALIFICATIONS

• EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification

• EXPERIENCE - 7 Years of Experience

As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.