Manager Consumer Insights

Responsible for establishing and growing the CX team's Voice of Consumer program by analyzing, monitoring, and trending consumer sentiment market, and competitive landscape data into relevant insights. Leads stakeholder communication by establishing reports and reporting cadences to help translate insights into action by service delivery teams. Partners with technical teams to influence reporting and closed loop feedback capabilities and communicate roadmap appropriately to relevant stakeholders. Provides support for strategic initiatives as required. Additionally responsible for a team of analysts who will assist in supporting the business and strategy needs of internal clients.

Consumer Insights is a part of the newly formed Consumer Experience (CX) team which seeks to understand key moments of truth along the consumer health care journey. The CX team serves the Corewell Health system to improve interactions to increase consumer loyalty to the Corewell Health brand. Our goal is to partner with operational teams to make the consumer journey, especially moments outside of care encounters, easier so our consumers can focus on what is most important, their health. We will design and optimize the consumer experience across digital and physical channels. In doing so, we will improve long-term consumer loyalty and, ultimately, improve the health of the communities we serve. Our Beacon metric to track our progress is Corewell Health's relatively new Consumer Effort Score. Ultimately, you will be part of a team seeking to re-imagine the healthcare experience in the state of Michigan.

• Managing and refining the operational processes to ensure quality, accuracy, timeliness, and value-add of the suite of market intelligence deliverables.
• Guiding the project team through all aspects of design, research/analysis, deliverable development, and knowledge deployment.
• Inform the broader organization of emerging market trends, including possible target markets, shifting customer needs, competitor news, and innovative solutions.
• Establish systematic reporting cadence, develop, and deliver reports and communications that provide market insights and actionable recommendations.
• Partner with business leaders and senior executives to build understanding what is happening in the market, elevate early signals of market shifts, and frame decisions to be made in response to market changes.
• Understand business owners needs/goals, recommend appropriate research activity/tool, and facilitate execution.
• Partner with technical teams to enhance reporting and feedback loop capabilities. Lead stakeholder communications to keep relevant teams and leadership informed of enhancements coming.
• Manage budget and vendors including partnering with purchasing and legal to select and onboard new vendors.
• Periodic deep-dives and market assessments to inform positioning and support corporate planning.

Required

• Bachelor's Degree in marketing, social sciences, mathematics, statistics, business administration or related field
• 5 years of relevant experience in business related field
• 3 years of relevant experience in gathering and synthesizing information from secondary sources

Preferred

• Master's Degree in business, marketing, social sciences, mathematics, statistics, business administration or related field
• 3 years of relevant experience in leadership
• Experience with measurement platforms (i.e. Qualtrics, Medallia, etc.)
• Able to effectively communicate with senior leadership

As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.

• Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here.

• On-demand pay program powered by Payactiv

• Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!

• Optional identity theft protection, home and auto insurance, pet insurance

• Traditional and Roth retirement options with service contribution and match savings

• Eligibility for benefits is determined by employment type and status

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Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.

Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.

An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.

You may request assistance in completing the application process by calling 616.486.7447.