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IT - Business Analysis Consultant - Senior
Ref No.: 18-00380
Location: SUGARLAND, Texas
Start Date / End Date: 04/23/2018 to 06/15/2018
Service Recovery Business Analyst

Requesting a short term Service Recovery BA to support the NPS project for Voice of the Customer. The Voice of the Customer team has an analyst transitioning to another role within Optum. They are in need of a short term contractor to carry the work forward while they conduct a FTE search.

Location: Eden Prairie, MN, or Sugar Land, TX, or Telecommute. PLEASE NOTE LOCATION ON TOP OF RESUME.

The Net Promoter System (NPS) is the core driver of our work. Within Optum Operations businesses, we leverage a variety of listening posts to gather customer feedback across both digital and telephonic modalities to improve the customer experience. We deploy programs to recover service that has failed to make it right with the customer and understand areas of future opportunities to improve the customer experience.

Primary Responsibilities:
• Develop a consistent approach for recovering service with our customers across the enterprise
• Develop a process to collect data that enables analysis and reporting on the performance of service recovery programs
• Provide direction to reporting and data owners on requirements of processes and reporting dashboards
• Collect, analyze, trend and present data and recommendations to management to drive improvements in service recovery processes and customer experience
• Work within a matrix organization by building and sustaining relationships with internal business partners to effectively lead programs, resolve issues, and guide ongoing program improvements
• As a member of the Voice of the Customer team, responsible for understanding current customer feedback, industry standards and expectations, emerging trends and use this information to drive an improved customer experience.

Required Qualifications: Note - the following points are “required” in order to be considered for this position.
• Bachelor’s degree in Business, Finance, Health Administration, related field or equivalent work experience
• 2+ years of experience in the following areas:
o Business analysis, operations or project management experience
o PM discipline background with an understanding of how to build structure towards objectives
• Advanced level of proficiency in tracking, trending, and reporting on metrics
• Experience with data processes and analysis
• Experience with documenting processes and practices
• Intermediate level of proficiency with MS Excel, Visio and PowerPoint

Preferred Qualifications:
• Understanding of the healthcare field or work experience
• Experience working in a matrix environment and with virtual employees
• Excellent verbal and written communication skills
• Net Promoter System certified or experience implementing a NPS system
• Ability to problem solve including multiple priorities and research conflicting and/or inaccurate data