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NPS Survey Research Lead - Express Scripts, Austin, Texas

Created02/21/2021
Reference21001809
CategoryMarketing & Communications
Job typeFull Time
CountryUnited States
StateTexas
CityAustin
Zip73301
SalaryCompetitive
The NPS Survey Research Lead is a key operational role supporting the collection and analysis of qualitative and quantitative data for the CX Insights & NPS Team, within Experience Insights and Accessibility. This role will be responsible for leading the team that conducts and analyzes voice of customer listening surveys for two lines of business. This role is also responsible for collaborating with business stakeholders, operational partners, designers, product managers, engineers, and other stakeholders to ensure insights are being delivered in a way that drives action and improvement.

This position is not eligible to be performed in Colorado.
  • Designs, executes, and manages survey research projects. Exercises considerable creativity, foresight, and judgment in conceiving, planning, and delivering insights. Uses deep professional knowledge and acumen to advise functional leaders.
  • Focuses on providing thought leadership within Product Strategy but works on broader projects, which require understanding of wider business. Recognized internally as a subject matter expert.


In this role, you will be making a difference by:
  • Analyzing data, generating insights and providing recommendations for how to improve user/customer/member experience
  • Working across the business to understand what changes may be driving satisfaction changes, and recommending where new programs to improve experience should be created
  • Continually working with stakeholders to ensure research is aligned to business goals
  • Survey programing and fielding in Qualtrics and implementing new surveys as necessary.
  • Managing and coaching staff to execute research projects


What you should have:
  • 5 or more years' experience in statistics, data analysis or survey research
  • Extensive knowledge of Qualtrics
  • Experience mentoring others in research methods
  • Excellent insight communication and data visualization skills
  • Ability to collaborate across technology and operations teams
  • Ability to synthesize data in a way that is clear and persuasive
  • Experience working within a design or user experience research organization


About the Team

The Experience Research and Accessibility team discovers ways to impact lives positively, validates solutions to improve healthcare inclusively, and monitors how reality interacts with what we deliver to define the future of healthcare. Experience Research and Accessibility is a team of researchers, engineers and strategists working together to leverage quantitative and qualitative methods in a strong technology culture, to improve customer experience.

About Cigna

Cigna is a global health service company dedicated to helping the people we serve improve their health, well-being, and peace of mind. But we don't just care about your well -being, we care about your career health too. That's why when you work with us, you can count on a different kind of career - you'll make a difference, learn a ton and share in changing the way people think about healthcare.

This position is not eligible to be performed in Colorado.

About Cigna

Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation.

When you work with Cigna, you'll enjoy meaningful career experiences that enrich people's lives while working together to make the world a healthier place. What difference will you make? To see our culture in action, search #TeamCigna on Instagram.

This position is not eligible to be performed in Colorado.

About Cigna

Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. We offer an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioral health, pharmacy, vision, supplemental benefits, and other related products. Together, with our 74,000 employees worldwide, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation.

When you work with Cigna, you'll enjoy meaningful career experiences that enrich people's lives while working together to make the world a healthier place. What difference will you make? To see our culture in action, search #TeamCigna on Instagram.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.
Employer188 Express Scripts Pharmacy, INC

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