Remote

Senior Customer Insights Analyst

Delta Dental of California
$63,700 - $133,500
dental insurance, paid time off, paid holidays, tuition reimbursement, 401(k), employee discount
United States
Feb 21, 2025
JOB DESCRIPTION This job will be a key contributor in the Market Insights team in support of defining the strategy and vision of Delta Dental's stakeholder ecosystem. The ecosystem includes (but is not limited to) Members, Providers, Clients, and Producers. The Senior Customer Insight Analyst will be focused on conducting both quantitative and qualitative research by facilitating customer surveys and forums. This analyst will act as a connector for Market Insights by providing broad reaching analysis and presentations to all levels of leadership throughout the company, and provide thought leadership to move their insights to action across the organization. RESPONSIBILITIES Executes within the Customer Insights Team to define and refine research plans, which could include interview guides, participant observation, survey tools, immersive research, SME conversations, surveys, and more. Partners with Marketing and Operations teams to support persona and cohort creation and analysis. Partners with Customer Experience to support development of customer journey maps with insights and analyses. Serves as the team's steward of insights and liaison to drive delivery of strategic programs across the organization. Stays current with and ensures alignment with marketplace trends, as well as innovations within the industry and across other industries. Identifies known and unknown customer needs and challenges through data analysis, primary and secondary research. Collaborates with Creative, Branding, and Marketing Technology teams for research campaign needs. Manages repository of research studies and ensures historical context for new learning. Mentors other Customer Insights team members in areas of sampling, statistical analysis, presentation, and dashboard creation. QUALIFICATIONS 4+ years of experience w/Bachelor's degree Experienced in data analysis and collection tools such as PowerBI, Excel, SPSS, and Qualtrics. Experienced in research fundamentals including fieldwork management, significance testing, descriptive statistics, crosstabs, etc. Knowledge of both qualitative and quantitative market research techniques. Understanding of basic statistical analysis software. Ability to program survey tools in research software. Proficient in coordinating and managing multiple projects and stakeholders. Ability to stay organized, meet timelines, and keep various teams updated. Ability to communicate the various complexities of the customer experience in a way that motivates design improvements and drives change. Ability to build strong working relationships with cross-functional teams. Ability to work collaboratively within a team to support varying priorities. Ability to learn various aspects of the company to advocate and represent Market Insights across the business. Health or dental insurance experience is a plus. Curious and driven to understand data, trends, and diagnose gaps in performance. Understanding of, or willingness to learn, best practices in research methodology as it applies to customer experience design, as well as knowledge of key business functions like product development, customer service, operations, marketing and communication, sales enablement, technology, and process. Base Pay Information The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental's assessment of the candidate's knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity. Pay Grade 19. $63,700 - $133,500 ADDITIONAL INFORMATION Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes: Competitive base and incentive pay 401(k) with robust matching and non-matching contributions Rich medical & pharmacy benefits 100% employer-paid dental and vision benefits Holistic wellbeing program with deep financial incentives Generous paid time off plus 12 paid holidays and your birthday off Culture of growth and learning: career development; tuition reimbursement; recognition program Family support: adoption assistance, fertility treatment, child, elder & pet care assistance Social responsibility and volunteer opportunities Employee discount program Fair Chance Ordinances and Criminal Background Considerations Qualified applicants with arrest or conviction records will be considered for employment in accordance with all applicable federal, state, and local laws, including, but not limited to, fair chance and anti-discrimination ordinances. At Delta Dental, we maintain a strict stance on theft, fraud, and violent crimes. For positions involving driving, we enforce heightened standards regarding driving records. Each individual criminal background check is evaluated on its merits, taking into account the time elapsed since the conviction, evidence of personal development and rehabilitation, and any potential risk posed to our business operations, employees, customers, or vendors. #LI-Remote ABOUT THE TEAM At Delta Dental, we're behind millions of smiles and counting. For over 68 years, we've served our communities by increasing access to affordable, quality care - but that commitment to care extends beyond the people we serve, to the dedicated employees who make those smiles genuine. We've come this far by building equitable programs that offer opportunities for advancement, create meaningful connections and improve the lives of our employees and their families. Because we know that when we take exceptional care of each other, we can make a positive impact for all. We champion an inspirational workplace through our commitment to trust, service, excellence and innovation. Joining us means working for a company that offers stability and balance, opportunities for leadership at all levels, and a work environment focused on teamwork and camaraderie. Discover the smiling faces behind Delta Dental and experience our values and culture in action by connecting with us on social media. Follow Delta Dental Ins. on Facebook and Instagram, #LifeatDDins on Facebook and Instagram, Delta Dental Ins. on Twitter and Delta Dental Ins. on LinkedIn. If you've got an appetite for innovation and want to be a part of a team that's transforming the future of health care, join us! Since 1955, we have offered comprehensive, high-quality oral health care benefits to millions of enrollees and built the strongest network of dental providers in the country. The Delta Dental of California network includes affiliates Delta Dental Insurance Company; Delta Dental of Pennsylvania; Delta Dental of New York, Inc.; Delta Dental of the District of Columbia; Delta Dental of Delaware, Inc.; and Delta Dental of West Virginia, providing dental benefits to more than 31 million people across 15 states, the District of Columbia, Puerto Rico and the Virgin Islands. The company and its affiliates are part of Delta Dental Plans Association (DDPA), a not-for-profit national association based in Oak Brook, Illinois. Through our national network of Delta Dental companies, we offer dental coverage in all 50 states, Puerto Rico and other U.S. territories. We offer vision coverage through DeltaVision in 15 states and the District of Columbia. Collectively, we deliver benefits to more Americans than any other dental insurance company. Delta Dental is an equal opportunity employer. We are committed to building and maintaining a diverse and inclusive workplace for all employees. Applicants will not be discriminated against because of race, color, religion, creed, national origin, ancestry, citizenship status, sex (including pregnancy), sexual orientation, gender or identity expression, age, disability, marital status, medical status, veteran status or any other status protected under federal, state, or local law. In addition to federal law requirements, Delta Dental complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Unfortunately, our Delta Dental Enterprise is unable to hire individuals residing in Alaska, North Dakota, Nebraska, Hawaii, Oklahoma, Vermont, Maine, West Virginia, New Hampshire, Wyoming, Puerto Rico, District of Columbia (Washington D.C.) or other US Territories at this time. Proof of eligibility to work in the United States must be provided if selected for hire. Delta Dental includes: Delta Dental of California, Delta Dental Insurance Company, Delta Dental of Pennsylvania, and Delta Dental of New York If You Are A Current Employee Click Here* To Apply