Customer Insight & Analytics, Market Research

Over 35 years strong and fueled by 1,700 smart, passionate employees across New York state and Vermont, MVP is full of opportunities to grow. We are a nationally recognized, award-winning leader for a reason. The beating heart of our company is a wide range of employees from a diverse set of backgrounds—tech people, numbers people, even people people—working together to make health insurance better. If you are ready to join a thriving, mission-driven company where you can create your own opportunities and make a positive difference—it’s time to make a healthy career move to MVP!
This position is responsible for conducting customer research and insights related to MVP’s products, services, and customer experience. Responsibilities include working with internal customers to define research objectives, coordinating the distribution of surveys with internal departments and external vendors, monitoring online surveys and analyzing survey data and verbatims.
In addition, this position is responsible for identifying data trends, themes and key insights to inform key stakeholders and shape action plans. Working collaboratively with staff across the organization, this position will ensure that key decisions across the organization are based on a strong foundation of customer understanding. This position will also support the Quality Service Improvement program and facilitate adherence to all guidelines for surveys to be compliant with regulatory and quality agencies.
Responsibilities of this position will include the following:

• Work with stakeholders across the enterprise to advance business objectives through customer-focused research.
• Conduct research studies to measure customer satisfaction and identify customer needs, preferences and behaviors associated with MVP products, services and customer experience.
• Manage and execute all phases of a research study, including study design, questionnaire development, data collection processes, reporting and analytics.
• Conduct surveys, focus groups and/or individual interviews as necessary and appropriate to support a research study.
• Interpret data, perform statistical analysis, visualize results, identify actionable insights and formulate recommendations.
• Analyze and interpret qualitative data, including customer comments and Voice of the Employee feedback, examining content and sentiment as a data point in the identification of insights.
• Ensure all outputs are actionable, grounded in consumer knowledge, and guided by a broader understanding of business context and implications and inspire the team to uncover the insights of all deliverables.
• Design and configure data collection instruments, dashboards, reports, customer alerts, etc.
• Present research findings and recommendations to key business stakeholders.
• Identify customer pain points and identify opportunities to improve MVP’s products, services and customer experience.
• Track and manage metrics to measure product performance (e.g. adoption metrics, customer satisfaction, etc.).
• Assess market competition by comparing the company's products to competitors' products

Required Knowledge and Skills

• Experience conducting research studies using both print/mail and online methodologies.
• Strong critical thinking skills and high level of curiosity about the underlying data
• Strong organizational and project management skills, with ability to manage multiple concurrent projects with competing deadlines
• Demonstrated ability to work independently and across organizational lines
• Excellent interpersonal, presentation and communication skills, with ability to condense, curate and present qualitative and quantitative data in concise form
• Passionate about customer success and customer results
• Knowledge of statistical packages, databases, MS Office
• Experience with MS Office (Outlook, Word, Excel, Power Point – intermediate to advanced skill level) and the creation and management of data and reports.
• Working knowledge of PowerBI reporting/analytics tools (preferred)
• Working knowledge of Heap (preferred)

Position Qualifications
Minimum Education / Experience:

• Bachelor’s Degree in Market Research, Marketing, Statistics or related field or relevant work experience.
• Seasoned professional with a minimum of 5 years of hands-on customer/Market Research experience

Remote, preferred in Eastern and Central Time Zones
About MVP
MVP Health Care is a nationally recognized, not-for-profit health insurer caring for members in New York and Vermont. Committed to the complete well-being of our members and the communities we serve, MVP makes health insurance more convenient, more supportive, and more personal. We are powered by the ideas and energy of more than 1,700 diverse employees from all backgrounds, committed to having a positive impact on the health and wellness of everyone we serve.
At MVP, we are committed to providing competitive employee compensation and benefits packages. The base pay range provided for this role reflects our good faith compensation estimate at the time of posting. Specific employment offers and associated compensation will be made individually based on several factors, including but not limited to geographic location; relevant experience, education, and training; and the nature of and demand for the role.
In addition, we offer a comprehensive benefits package that includes:

• Considerable paid time away from work including PTO (Paid Time Off), sick time, service time off, paid holidays, and floating holidays, allowing you to take time off when it suits you best.
• Competitive 401(k) employer matching and profit-sharing program to help you save for your retirement.
• Low premium health benefits including medical, dental, and vision coverage to support your well-being and that of your family.
• Life insurance and disability coverage to ensure financial security for you and your dependents.
• An array of optional benefit plans such as accident insurance and specified disease coverage to protect you from the unexpected.
• Full tuition reimbursement (up to the IRS limit) for approved courses and programs that support continuous learning.
• A best-in-class employee Well-Being program to support all dimensions of your health and wellness.

MVP Health Care analyzes the latest market data to determine employee compensation. Compensation figures listed in a job posting are subject to change as new market data becomes available. The salary range, other compensation, and benefits information is accurate as of the date of this posting. MVP Health Care reserves the right to modify this information at any time, subject to applicable law. More detailed information about totalcompensation and benefits will be provided during the hiring process.
MVP Health Care is an Affirmative Action/ Equal Employment Opportunity (PDF). We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, disability, genetic information, veteran status, or any other basis, e.g., Pay Transparency (PDF), and the Know your Rights protected by applicable federal, state or local law. Any person with a disability needing special accommodations to the application process, please contact Human Resources at hr@mvphealthcare.com
Please apply and learn more – including how you may become a proud member of our team.

Profit sharing, Disability insurance, Health insurance, Dental insurance, 401(k), Tuition reimbursement, Paid time off, Vision insurance, 401(k) matching, Life insurance