Sr. Advisor Customer Insights and Strategy

We are more than a health system. We are a belief system. We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more – in our careers and in our communities.

Job Description Summary:

The Sr. Advisor, Customer Insights and Strategy plays an integral role in OhioHealth’s customer-centricity efforts. She/He/They leads the system’s customer insights operating model that will enable OhioHealth to become more human-centered, responsive, and competitive in the markets we serve. In collaboration with internal marketing communications teams and other key OhioHealth departments they will work to develop and operationalize an insights model and roadmap that leverages and synthesizes customer data from across the system to provide a comprehensive understanding of our customers. This includes leading the Marketing team’s customer research agenda and coordinating efforts with the Marketing User Experience team.
The Sr. Advisor will have expertise in customer insights strategy planning, consulting, and leading cross-functional insights teams within an organization. The Sr. Advisor will have accountability to and work together with the Customer Insights Governance Council to develop and execute an annual Customer Insights roadmap. They will provide progress updates to senior leaders from across the organization.

Responsibilities And Duties:

80%: Customer Insights Strategy and Leadership
Understand and be the expert on OhioHealth’s current landscape of customer data and insights for the organization.
Lead the work with the Customer Insights Governance Council to develop, plan, and execute OhioHealth’s annual customer insights roadmap to address evolving business challenges and opportunities.
Establish and nurture relationships with key data partners, directing the collection of relevant data elements from various internal and external sources for business planning and analysis. This includes working with OhioHealth’s Customer Experience team, Business Intelligence and Market Insights team, and the Data and Analytics team to mine and map data to develop customer insights and drive business strategies.
Anticipate and respond to emerging patient-centric healthcare trends and competitive analysis, positioning our organization for future success in collaboration with other OhioHealth leaders.
Continuously identify new internal and external data tools, sources, and vendors that are pertinent to ensuring OhioHealth remains at the forefront of the industry.
Lead communication to senior leadership on progress against the Customer Insights roadmap and key initiatives.
Collaborate with strategic marketing team members to create and implement data-driven plans that maximize target audience reach, engagement, and loyalty/retention while optimizing additional performance targets such as resource utilization, volume growth, and overall return on investment.
Work closely with the Marketing testing and optimization team to help transform insights into actionable patient experiences that are validated through testing and learning.
Understand gaps in resources and capabilities critical to evolving OhioHealth’s Customer Insights efforts.
20%: Customer Research Team Management
Lead and manage the Customer Research team. This includes developing annual goals, tracking team performance, and collaborating with leadership on the team’s growth and development.
Work with the team to develop regular reporting tools and forums that provide the organization with insights that support business goals and objectives.
Lead and prioritize the learning agenda for the customer research team to ensure resources are utilized to maximize impact and align with OhioHealth strategic initiatives.

Minimum Qualifications:

Master's Degree (Required)

Additional Job Description:

JOB SUMMARY 

The Sr. Advisor, Customer Insights and Strategy plays an integral role in OhioHealth’s customer-centricity efforts. She/He/They leads the system’s customer insights operating model that will enable OhioHealth to become more human-centered, responsive, and competitive in the markets we serve. In collaboration with internal marketing communications teams and other key OhioHealth departments they will work to develop and operationalize an insights model and roadmap that leverages and synthesizes customer data from across the system to provide a comprehensive understanding of our customers. This includes leading the Marketing team’s customer research agenda and coordinating efforts with the Marketing User Experience team.

The Sr. Advisor will have expertise in customer insights strategy planning, consulting, and leading cross-functional insights teams within an organization. The Sr. Advisor will have accountability to and work together with the Customer Insights Governance Council to develop and execute an annual Customer Insights roadmap. They will provide progress updates to senior leaders from across the organization.

MINIMUM QUALIFICATIONS

• Bachelor’s degree in relevant field
• Master’s degree required
• Minimum of 10+ years’ experience leading customer insights planning and strategy
• Minimum 5+ years’ experience in healthcare consumer research

SPECIALIZED KNOWLEDGE

• Proven success in developing and leading strategic insights initiatives.
• Expertise in translating complex insights into actionable strategies that connect to system business goals.
• Experience galvanizing and leading cross-functional teams to deliver on business objectives.
• Excellent verbal and presentation skills with the ability to succinctly present consumer insights findings to senior leaders.
• Expertise and fluency in qualitative and quantitative research methodologies.
• Experience managing research teams.

BEHAVIORAL COMPETENCIES

Leadership Competencies

INFORMATION SECURITY
Maintains confidentiality of log-on password(s) and security of other authentication devices (e.g., key fobs, proximity devices, etc.).
 

Ensures privacy and security of information entrusted to their care.
Uses company business assets and information resources for management-approved purposes only.
 

Adheres to all information privacy and security policies, procedures, standards, and guidelines.
Promptly reports information security incidents to the OhioHealth Information Security Officer.

RESPONSIBILITIES AND DUTIES

80%: Customer Insights Strategy and Leadership

• Understand and be the expert on OhioHealth’s current landscape of customer data and insights for the organization.
• Lead the work with the Customer Insights Governance Council to develop, plan, and execute OhioHealth’s annual customer insights roadmap to address evolving business challenges and opportunities.
• Establish and nurture relationships with key data partners, directing the collection of relevant data elements from various internal and external sources for business planning and analysis. This includes working with OhioHealth’s Customer Experience team, Business Intelligence and Market Insights team, and the Data and Analytics team to mine and map data to develop customer insights and drive business strategies.
• Anticipate and respond to emerging patient-centric healthcare trends and competitive analysis, positioning our organization for future success in collaboration with other OhioHealth leaders.
• Continuously identify new internal and external data tools, sources, and vendors that are pertinent to ensuring OhioHealth remains at the forefront of the industry.
• Lead communication to senior leadership on progress against the Customer Insights roadmap and key initiatives.
• Collaborate with strategic marketing team members to create and implement data-driven plans that maximize target audience reach, engagement, and loyalty/retention while optimizing additional performance targets such as resource utilization, volume growth, and overall return on investment.
• Work closely with the Marketing testing and optimization team to help transform insights into actionable patient experiences that are validated through testing and learning.
• Understand gaps in resources and capabilities critical to evolving OhioHealth’s Customer Insights efforts.

20%: Customer Research Team Management

• Lead and manage the Customer Research team. This includes developing annual goals, tracking team performance, and collaborating with leadership on the team’s growth and development.
• Work with the team to develop regular reporting tools and forums that provide the organization with insights that support business goals and objectives.
• Lead and prioritize the learning agenda for the customer research team to ensure resources are utilized to maximize impact and align with OhioHealth strategic initiatives.

Work Shift:

Day

Scheduled Weekly Hours :

40

Department

Marketing

Join us!
... if your passion is to work in a caring environment
... if you believe that learning is a life-long process
... if you strive for excellence and want to be among the best in the healthcare industry

Equal Employment Opportunity

OhioHealth is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations. OhioHealth does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law. Equal employment is extended to all person in all aspects of the associate-employer relationship including recruitment, hiring, training, promotion, transfer, compensation, discipline, reduction in staff, termination, assignment of benefits, and any other term or condition of employment