Senior Researcher, Customer & Market Insights
Collective Health · San Francisco, CA/Lehi, UT/Plano, TX
We all depend on healthcare throughout our lifetimes, for ourselves, and our families and friends, but it is notoriously difficult to navigate and understand. As an industry that comprises 20% of the US economy we think healthcare should work better for all of us. At Collective Health we believe it’s time for a new day in healthcare where as members we are informed and empowered to make the right care choices when the decisions are urgent and critical.
The Insights team at Collective Health delivers actionable insights about what our members, customers, and the healthcare market need. We achieve this by planning and executing research to inform our sales, marketing, product and operational strategies, and by partnering closely with our design/operations teams to deliver products and services that our customers love, and customer-facing teams can confidently sell and represent.
Collective Health team is looking for a curious, self-starting Senior Customer & Market Insights analyst to evolve and expand our Customer Insights (B2B) program. Reporting to the Director of Insights, this person will be responsible for driving and expanding existing Customer Insights initiatives (ie customer discovery interviews, surveys, engagement analytics)—and evolving the program to support our growing business through timely, targeted, and actionable Insights about our customers. Our Customers include our clients (benefit leaders at companies with self-funded benefits plans), health insurance brokers and consultants, and partners across the health insurance ecosystem.
The ideal candidate for this position has strong business acumen, healthcare expertise/experience, and is comfortable in customer-facing settings, ie conducting 1:1 interviews with customers, running focus groups, etc. This role will be visible across the organization, and has the opportunity to develop broad influence on decision-making at every level of our company.
What you'll do:
- Plan and conduct primary and secondary customer research, in close partnership with our Customer Success, Sales/Marketing, Product and Operational teams.
- Primary: interviewing customers, leading focus groups, designing and fielding surveys, conducting design/concept tests
- Secondary: analyzing current/past digital engagement, profile, and other customer data
- Execute high-level, strategic research projects that combine business and site analytics with direct customer research, and relevant business context.
- Building and managing a company-wide insights dashboard that provides relevant Market observations and customer data—across our book of business, and broken out by customer segment—to cross-functional teams.
- Partnering with other Insights team members to “connect the dots” between B2B and B2C insights initiatives.
To be successful in this role, you'll be:
- A strategic thinker who can translate data into insights that address business needs.
- Comfortable with ambiguity, and skilled at helping others find clarity.
- A skilled relationship-builder, who understands how to build and keep the trust of many cross-functional partners.
- An analytics whiz who can pull and analyze customer profile data, sales funnel data, survey response data, and digital engagement data, and spot what actually matters across it all.
- Comfortable, professional, and quick on your feet in front of clients and partners.
- A curious and confident self-starter who takes initiative when they see opportunities, and brings their colleagues along with them.
- An expert communicator and storyteller who can communicate findings—including tough feedback for our teams to act on—in a compelling, meaningful, and actionable way.
Required Skills/Experience
- This person must have 4+ years of professional experience in B2B or B2C research, either as a primary or secondary function of their role. (For example, Sales or Commercial Enablement roles, while not research-first, may include regular research and analytics activities that would make you a great candidate for this position).
- Experience in analytics, business intelligence, survey design and analysis.
- Excellent presentation-building skills (PowerPoint, Google Slides) and a good eye for concise data visualization; concise/clear and compelling writing skills (ie one-pagers).
- Exceptional communication skills and ability to synthesize findings for broad, cross-functional audience leadership.
- Some experience in healthcare, ideally with some insurance/payer-side.
Preferred Skills/Experience
- Experience with Looker, SQL, Tableau (or other visualization/dasboarding software).
- A knowledge of Qualtrics, Userzoom, dscout, Quantum Metric, Sermo and/or IQVIA .
Pay Transparency Statement
This job can be performed in a location where we have an office: San Francisco, CA, Lehi, UT, or Plano, TX, with the expectation of being in office at least two weekdays per week. #LI-hybrid
The actual pay rate offered within the range will depend on factors including geographic location, qualifications, experience, and internal equity. In addition to the salary, you will be eligible for stock options and benefits like health insurance, 401k, and paid time off. Learn more about our benefits at https://jobs.collectivehealth.com/#benefits.
About Collective Health
Collective Health is the leading health benefits platform that brings together medical, dental, vision, pharmacy, and program partners into an integrated solution that better enables employees and their families to understand, navigate, and pay for healthcare. By reducing the administrative lift of delivering health benefits, providing an intuitive member experience, and helping control costs and improve outcomes, the company guides employees toward healthier lives and companies toward healthier bottom lines.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Collective Health is committed to providing support to candidates who require reasonable accommodation during the interview process. If you need assistance, please contact [email protected].
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