Asst Dir Customer Loyalty & Analysis 80K NYC

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Position- Asst Dir, Customer Loyalty & Analysis
Job Id (Use when Referring to Position):	3074
Job Type:	FTP
Location:	New York NY
Experience:	5 - 10
Compensation:	$0.00 - $80,000.00
Job Description:	Position: Assistant  Director, Customer Loyalty Analysis     Department: Business Transformation                                     I.      BASIC FUNCTION:   The Assistant Director for Customer Loyalty Analysis provides recommendations and leadership for initiatives that fulfill THE COMPANY's strategic goal to improve customer loyalty and retention.  Recommendations are developed by combining and fully analyzing all corporate data sources and the Voice of the Customer surveys.  Recommendations are presented to senior management for project approval.  In addition, the Assistant Director for Customer Loyalty Analysis facilitates breakthrough improvement of THE COMPANY's core business processes by providing analytical support to major Lean, Six Sigma and Customer Loyalty corporate initiatives.  This individual is also expected to lead the process for the prioritization of recommendations to improve NCQA/HEDIS/CAHPS scores on a periodic basis. This position is also responsible for the day-to-day training and oversight of work prepared by the rest of the staff.   II.      SPECIFIC DUTIES AND RESPONSIBILITIES:  III.      Leadership and Project Management Responsibilities Analyze and synthesize recommendations to senior management and leadership for initiatives to fulfill THE COMPANY's strategic goal to improve customer loyalty and retention Research, analyze and produce recommendations for ad hoc projects related to customer loyalty, retention or other Business Transformation initiatives Lead cross-functional teams to improve business processes identified to increase customer loyalty, retention or other Business Transformation initiatives Demonstrate superior presentation, writing, editing, and oral presentation skills Assume ownership and responsibility for overseeing the documentation, analysis, output and presentation for all projects assigned to the department Provide staff support to committees Exhibit initiative and independence in work assignments. Complete projects within established timeframes, communicating effectively with other staff to foster collaborative work environment   Analytical and Statistical Responsibilities Produce documented, verifiable, accurate and timely analysis Understand the structure and interpretation of all data elements used Strive to understand all the data warehouse elements and ad hoc data sets Analyze data for quality and accuracy and make recommendations for making maximum use of the information Demonstrate superior programming and statistical skills Evaluate existing reports frequently for appropriateness of content and routinely recommend changes for the reports and processes to develop them Apply, without direction, all corporate-sponsored training Actively learn and use new statistical and software skills without oversight Recommend and use the most efficient software available to analyze and present information in the most effective format (tables, charts and graphs) Take responsibility for the learning and development of the entire staff by sharing statistical techniques, software discoveries, journal articles of interest and experiences from other work environments       IV.      DECISION MAKING: Manage a heavy workload by priority setting and using discretion to meet deadlines, both daily and long term Show initiative and great resourcefulness in introducing ideas for further study and exploration Communicate effectively with others in the Department, the company and with external sources if necessary Exercise discretion and resourcefulness in responding to and initiating inquiries Be a responsible self-starter and independent thinker with political savvy Be extremely independent with a high level of individual responsibility Make fact-based decisions and to convince others of the reasons for those decisions              V.      SUPERVISION:   Oversee project planning and implementation of the staff day-to-day as well as on larger projects Lead cross-functional teams acting on the Customer Loyalty analysis and recommendations that has been integrated from a variety of data sources            VI.      CONTACTS:   Lead change management initiatives to identify and remove barriers that slow or prevent the successful attainment of process/productivity improvement Communicate to management project status updates, feedback, and report on projects through management/project reviews          VII.      KNOWLEDGE, SKILLS and ABILITIES:   Understand managed care issues and operational requirements Understand data issues, business needs and transform raw data from multiple sources into relevant reports Synthesize data into sound, business intelligence Have experience with business intelligence software, Cognos, SAS, SQL Demonstrate advanced proficiency in Microsoft Office software, especially Access and Excel Have a statistical background Can effectively manage multiple tasks        VIII.      EDUCATION AND EXPERIENCE:   Master's Degree in business or health related discipline, preferred A minimum of five years experience in the analysis and interpretation of healthcare and/or financial data Managed care experience is preferred Understanding of DMAIC and Six Sigma is a benefit
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