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Do you want to make a positive impact with your work and thrive in a fast-paced environment? The Sr. Manager, VoC Analytics will be responsible for analyzing Patient Experience measurement data, pulling out impactful insights, and building business cases to prove the value of Patient Experience.
Essential duties and responsibilities:
- Contribute to the vision and strategy of how DaVita leverages Patient feedback, measurement, and insights across the patient journey to understand, act, and positively impact Patient Experience to drive bottom-line value
- Oversee analyses using operational, financial, and clinical data to build business cases that link patient experience efforts to business value; responsible for maturing our analytical approaches
- Lead patient experience analytics & reporting across all measurement tools, this includes ICH-CAHPS, ongoing feedback system (Medallia), and other custom surveys
- Lead several person team in the nuts and bolts of a successful VoC analytics program, including identifying top patient pain points / opportunities, developing hypotheses on how to resolve based on free-text analytics, track trends/ deviations in VoC, refine reports and dashboards, etc.
- Serve as thought leader on VoC and present to senior leaders on key insights and recommendations to further the organization's understanding of Patient Experience and drive to actionable insights that inform go-forward strategy
- Develop and retain a highly analytical team through hiring and coaching
- Incorporate and live the DaVita Core Values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment, and Fun in creating and managing this dynamic operational department
- Foster the DaVita Way of culture that encourages teammate contribution, respect, and support of all types of individuals
Qualifications:
- Bachelor's degree in Customer Research, Statistics, Computer Science, Business, or a related field
- MBA or Masters in related field a plus
- 6+ years of work experience in VoC Analytics, Insights, Market Research
- Advanced Excel and Powerpoint skills required
- Experience with Medallia platform preferred
- Experience with other statistical, coding, and AI programs / techniques a plus
- Expertise explaining and visualizing complex analytics in simple, logical, and compelling ways
- Credible thought leader who can lean into senior level conversations
- Creative problem-solver who can develop new analytical approaches
- Ability to partner seamlessly across a wide variety of stakeholders
Here is what you can expect when you join our Village:
- A "community first, company second" culture based on Core Values that really matter.
- Clinical outcomes consistently ranked above the national average.
- Award-winning education and training across multiple career paths to help you reach your potential.
- Performance-based rewards based on stellar individual and team contributions.
- A comprehensive benefits package designed to enhance your health, your financial well-being and your future.
- Dedication, above all, to caring for patients suffering from chronic kidney failure across the nation.
What We'll Provide:
More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.
- Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
- Support for you and your family: Family resources, EAP counseling sessions, access Headspace, backup child and elder care, maternity/paternity leave and more
- Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita's online training platform StarLearning.
At DaVita, we strive to be a community first and a company second. We want all teammates to experience DaVita as "a place where I belong." Our goal is to embed Diversity & Belonging into everything we do in our Village, so that it becomes part of who we are. We are proud to be an equal opportunity workplace and an affirmative action employer. As such, individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.
Salary/ Wage Range
$82,800.00to$121,600.00Compensation for the role will depend on a number of factors, including a candidate's qualifications, skills, competencies and experience and may fall outside of the range shown. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at
DaVita is an equal opportunity/affirmative action employer. As such, DaVita makes hiring decisions solely on the basis of qualifications and experience, and without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.