Marketing and Communications Sr Analyst

Posting Date

Job Description

The Patient Marketing and Communications team is Mercury’s voice of the patient team. We work across Mercury and the Village to better understand the experience of our patients and enact changes to improve the quality of their care and achieve Village goals. Our team focuses on bringing patient perspectives into our strategic decisions so that our patients feel safe, cared for, and respected.

The Mercury – Senior Analyst will support this broader goal by maintaining and improving our ability to understand and respond to our patients’ direct feedback. The Senior Analyst will work with a diverse team of highly motivated individuals with analytics, change management, innovation, and customer experience expertise. The individual is expected to manage the back end of our customer experience SaaS product, conduct in-depth analyses of the data collected, maintain strong relationships with stakeholders, and provide exceptional support to ensure their success with our platform. 

This role requires the ability to thrive in a fast-paced and highly collaborative environment. A successful individual will be organized, inquisitive, able to balance multiple priorities simultaneously, and a proactive communicator.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Product Management: Maintain and improve the quality of the patient experience platform. Assist the Patient Marketing and Communication team to develop and deploy various enhancements, including but not limited to:

• Refined user dashboards and reporting tools
• Expansions to new populations or users
• Additional survey moments or questions
• Integrations with other platforms and tools
• Becoming subject matter expert for platform and voice of the customer work
• Suggesting additional enhancements and opportunities to improve in support of Village goals and priorities

Project Management:

• Effectively manage time and task completion with independence and minimal support and oversight
• Develop and complete product enhancements and analyses in a timely and accurate fashion
• Oversee personal project plan and integrate across work streams

Data Analysis:

• Analyze, interpret, and QA data. Develop credible and pragmatic analytical approaches and frameworks to drive enhancements and engagement

• Use data to identify next steps and turn insights into actions, moving from the output to proposed next steps to improve patient experience
• Demonstrate strong analytical capabilities and build reports, metrics trackers, and dashboards that provide analysis based on project and stakeholder needs

Collaborative Problem Solving and Stakeholder Engagement:

• Engage with users directly to gather feedback, understand pain points, and identify opportunities for improvement
• Participate in regular meetings and discussions with stakeholders to gather feedback, requirements, and insights on platform usage and performance

• Facilitate problem-solving sessions with internal teams to address complex customer inquiries or platform-related issues.
• Develop, support, and lead user trainings ahead of enhancements and expansions to the system
• Share expertise with others to improve independent use of the platform and the broader capabilities of the Village

Written & Oral Communication / Building Relationships

• Build rapport within cross-functional project teams, serving as a collaborative and informal influencer
• Navigate cross-functional relationships effectively
• Present comfortably and compellingly to audiences at varying levels within the Village
• Work closely with teammates and develop strong relationships to inform and drive project outcomes.

EDUCATION AND EXPERIENCE

• Bachelor's degree required
• 0-2 years of relevant experience
• Experience within the SaaS industry or customer experience management preferred but not required

At DaVita, we strive to be a community first and a company second.  We want all teammates to experience DaVita as "a place where I belong."  Our goal is to embed belonging into everything we do in our Village, so that it becomes part of who we are. We are proud to be an equal opportunity workplace and comply with state and federal affirmative action requirements. Individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.

This position will be open for a minimum of three days.

Compensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies and experience. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at https://careers.davita.com/benefits  

Colorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process.  You will not be penalized for redacting or removing this information.