26 days old

Senior Data Analyst - IVR - Telecommute - 920353

Eden Prairie, MN 55344 Work Remotely
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  • Job Code
    920353

OptumRx is looking for a Senior Data Analyst (IVR) that will be responsible for collaborating on the design and execution of IVR analytics initiatives in support of the OptumRx IVR growth strategy. The overall focus of this role is to support the identification of insights & intelligence to improve our customers conversational self-service experiences. This analyst must be comfortable collaborating on feature level measurement strategies, instrumentation requirements, and utilizing IVR data and metrics to identify insights. This analyst will collaborate across Product/Design/Technology/Routing/Data Engineering/Data Science business partners to deliver value from analytics.

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Youll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges

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Primary Responsibilities:

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  • Analyzing journey data and creating compelling analytics / visualizations and presentations to assist decision-making capabilities.
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  • Understand upstream and downstream relationships in our digital tools and call centers
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  • Detecting and addressing data issues and solving data quality problems
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  • Contribute to identification of actionable insights from best in class IVR analytics tools
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  • Collaborate with cross-functional capability teams delivering product experience optimization
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  • Developing successful methodologies for analyzing and presenting data.
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  • Work with business and senior leadership stakeholders across OptumRx to define and understand business needs for conversational analytics focused on growth/efficiency/customer experience
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  • Understand, quantify and communicate the strategic and operational implications of conversational analytics results
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  • Enable IVR analytics partners to investigate, research, and analyze customer journey data
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  • Manage internal engagements, meeting project and deliverable timelines, ensuring the accurate and timely completion of deliverables
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Youll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

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Required Qualifications:

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  • Bachelors degree
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  • 2+ years of working directly with IVR/conversational analytics
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  • 2+ years of experience with visualization platforms (DOMO/Tableau/PowerBI etc.)
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  • 2+ years of working directly with senior level leadership
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  • 2+ years of experience developing and deploying IVR and conversational analytics solutions in an operational domain
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  • 2+ years of data storytelling experience
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  • If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building, employees are required to wear a mask in common areas. In addition, employees must comply with any state and local masking orders
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Preferred Qualifications:

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  • Experience as an IVR Product or Capability Manager
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  • Experience working with Splunk data architecture
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  • Experience working with SQL
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  • Experience with healthcare data, specifically customer journey and operational data
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  • Experience working with Genesys Voice Portal platform
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  • Solid project management experience
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  • Healthcare/HIPAA work experience desirable
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  • Desire and ability to thrive in a Global, fast-paced environment under tight deadlines
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  • Ability to work independently and in a team environment to deliver
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  • Demonstrated ability to prioritize, multi-task, and problem solve
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Careers with OptumRx. We're one of the largest and most innovative pharmacy benefits managers in the US, serving more than 12 million people nationwide. Here youll fill far more than prescriptions. As a member of one of our pharmacy teams, youre empowered to be your best and do whatever it takes to help each customer. You'll find unrivaled support and training as well as a wealth of growth and development opportunities driven by your performance and limited only by your imagination. Join us. There's no better place to help people live healthier lives while doing your life's best work.(sm)

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Colorado Residents Only: The salary/hourly range for Colorado residents is $79,700to $142,600. Pay is based on several factors including but not limited to education, work experience, certifications, etc. As of the date of this posting, In addition to your salary, UHG offers the following benefits for this position, subject to applicable eligibility requirements: Health, dental, and vision plans; wellness program; flexible spending accounts; paid parking or public transportation costs; 401(k) retirement plan; employee stock purchase plan; life insurance, short-term disability insurance, and long-term disability insurance; business travel accident insurance; Employee Assistance Program; PTO; and employee-paid critical illness and accident insurance.

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*All Telecommuters will be required to adhere to UnitedHealth Groups Telecommuter Policy.

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Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

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Job Keywords:Senior Data Analyst IVR, Sr Data Analyst, Sr Digital IVR Data Analyst, Data Visualization, Data Story Telling, Adobe Analytics, Adobe Certified Expert, IVR Analytics, Power BI Visualization, IVR Conversational Analytics, DOMO, SQL, Tableau, Conversational

Posted: 2021-03-24 Expires: 2021-04-23

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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Senior Data Analyst - IVR - Telecommute - 920353

UnitedHealth Group
Eden Prairie, MN 55344

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