Excellus Health Plan Inc.
Digital Analytics Manager I - 015235 (Manufacturing)
PLEASE NOTE: With limited exceptions, our company is requiring all employees to be vaccinated against COVID-19 by Jan. 1, 2022. We also currently mandate vaccinations for employees who enter our buildings. Please keep this in mind when applying for positions at our organization
Summary:
The Digital Analytics Manager supports the Health Plan's digital strategic initiatives and business goals by performing analysis of our digital customer experience―including pre- and post-authenticated web and mobile assets―and translating findings into actionable insights. The Digital Analytics Manager provides analytical support for business metrics needed to drive the execution, prioritization and optimization of digital initiatives, aligned to the digital strategy roadmap and backlog.
Essential Responsibilities/Accountabilities
All Levels:
· Performs digital analysis with a focus on usability enhancements, design, site structure, behavioral analysis and data mining to improve the customer experience and return on digital investment.
· Creates data-driven insights about visitor behavior using data on traffic patterns, conversion funnel, navigation behavior, and product selection. Utilizes findings to make recommendations that will enhance digital usability, hierarchy, site search capabilities, search engine optimization (SEO) and engagement.
· Reports on adoption metrics across digital channels and makes recommendations based on data to improve adoption and engagement rates (e.g. online enrollment, digital self-service, email verification, mobile app downloads, monthly logins).
· Reports on annual digital adoption and engagement goals monthly to all relevant leaders and stakeholders.
· Works with various internal stakeholders to understand business drivers, goals and actionable outcomes using analytics.
· Employs data mining, segmentation, and other analytical techniques to capture important trends and create relevant measurement dashboards on a regular cadence.
· Analyzes performance across digital channels, device types and multiple product lines.
· Identifies digital data trends and anomalies for further investigation, including Crossover call data between the website and Customer Care call center.
· Manages First Contact Resolution (FCR) and any other web surveying on any of our web or mobile platforms across brands. Collects and sends FCR reporting monthly to the BCBS Association.
· Appends additional data from multiple sources and cleanses records, as needed.
· Produces key analysis and reporting related to digital performance, trends and customer behavior. Creates holistic dashboards by compiling data from multiple sources for presentation to leadership.
· Builds and implements statistical models that enhance the digital experience for customers. Performs business analysis using information gathered from multiple sources to recommend improvements to marketing strategies across market segments.
· Collects daily metrics and is responsible for maintenance of reporting tools and software.
· Collaborates with third-party vendors to assist with data collection and reporting.
· Coordinates the implementation of all data capture tools such as tags, tracking pixels, go links, redirects, etc.
· Creates and maintains detailed documentation on findings, recommendations, best practices and processes.
· Travels within our plan service area to attend and present information at meetings with staff and customers.
· Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies' mission and values, adhering to the Corporate Code of Conduct and leading to the Lifetime Way values and beliefs.
· Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.
· Regular and reliable attendance is expected and required.
· Performs other functions as assigned by management.
Level II – in addition to Level I:
· Leads digital analysis and produces actionable insights and recommendations to present in executive forums and reporting that maximizes conversion and increases effectiveness of digital programs and platforms.
· Understands and maps out the entire digital customer journey from entrance to exit and translates into a story to highlight behavioral trends and areas of opportunity.
· Develops and manages segmentation strategy to identify audiences with inherent utility in our digital self-service tools and capabilities.
· Works with other internal teams (i.e. A&D, Risk Stratification, Product, Care Management, etc.) to determine variables necessary to segment niche audiences and works to incorporate those variables in digital reporting package.
· Determines and manages annual digital adoption and engagement goals based on segmentation strategy, business goals, and digital strategy roadmap.
· Serves as analyst lead for collaborative forums such as Digital Steering, Voice of the Customer, Customer Experience (CX), and Member Closed-Loop Feedback.
· Has the ability and working knowledge to train others on the systems, tools, and platforms necessary for data analysis, including Google Analytics, IBM Cognos, Microsoft Power BI, Qualtrics surveying and visualization, and Microsoft Excel.
Minimum Qualifications
All Levels:
· Bachelor's degree in Business, Marketing, Economics, Mathematics, Statistics, or other related field with a minimum of two (2) years directly related experience in web and/or mobile analytics. In lieu of a degree, a minimum of eight (8) cumulative years of related business experience, with at least two (2) years of experience in web and/or mobile analytics.
· Proficient in Google Analytics.
· Proficiency in Microsoft Excel (pivot-tables, V-lookups, graphics); knowledge of SQL or other query language for data pulls preferred.
· Experience with data visualization, web surveying, mobile in-app surveying and role-based dashboard creation preferred.
· Demonstrated experience in statistical modeling or spreadsheet modeling.
· Strong analytical and problem-solving skills – ability to use data to draw conclusions and execute marketing strategies.
· Functional knowledge of web technology and web and mobile analytics required.
· Create detailed technical requirements in the form of user stories
· Strong interpersonal, verbal and written communications and organizational skills.
· Self-motivated, able to analyze problems and identify solutions with minimal direction, flexible, able to independently set workplans to meet deadlines, able to work in a fast-paced, high volume team environment.
Level II – in addition to Level I:
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The Lifetime Healthcare Companies aims to attract the best talent from diverse socioeconomic, cultural and experiential backgrounds, to diversify our workforce and best reflect the communities we serve.
Our mission is to foster an environment where diversity and inclusion are explicitly recognized as fundamental parts of our organizational culture. We believe that diversity of thought and background drives innovation which enables us to provide leading-edge healthcare insurance and services. With that mission in mind, we recruit the best candidates from all communities, to diversify and strengthen our workforce.
OUR COMPANY CULTURE:
Employees are united by our Lifetime Way Values & Behaviors that include compassion, pride, excellence, innovation and having fun! We aim to be an employer of choice by valuing workforce diversity, innovative thinking, employee development, and by offering competitive compensation and benefits.
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)
Non Manager