Associate, Voice of Customer Analyst

Patient Engagement + Experience Chicago, Illinois


Company: Oak Street Health 

Title: Associate, Voice of Customer Analyst

Location: Downtown Chicago (30 W. Monroe St.) or Remote


Oak Street Health is a rapidly growing, innovative company of community-based healthcare centers delivering higher quality health and wellness care that improves outcomes, manages medical costs and provides an unmatched experience for adults on Medicare in medically underserved communities. By providing holistic, comprehensive and integrated care right in our patients’ communities, we can help keep them healthy and reinvest cost savings in further care for those same communities and others. Since 2013, Oak Street Health has brought its singular approach to tens of thousands of people across the nation. With an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody Oak Street values and are passionate about our mission to rebuild healthcare as it should be.


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Role Description:


The Associate, Voice of Customer Analyst will be part of a team of analysts responsible for translating customer feedback and operational data into actionable insights that enable Oak Street Health to deliver an Unmatched Patient Experience. This role is for a strategic, creative, technically savvy individual with a strong background and interest in utilizing customer insights to drive changes in process, programs, operations and business priorities.


This role will join a team of patient advocates, helping synthesize patient feedback and operational metrics, to drive change through insights. The role will be a key contributor to delivering a new center of data-driven expertise within Oak Street Health and will be a key partner for contact center leaders, clinical and center leaders, and senior leaders. 


The Associate, Voice of Customer Analyst will support the daily operational execution of the Voice of Customer program, provide administrative support to the team, and will partner with other members of the sales and service excellence teams to understand business challenges and design plans for capturing customer needs and desires to enhance service delivery. This role will contribute to driving forward key patient experience initiatives, including organizational insights reports, ad-hoc analyses, and self-service dashboard reports. 

Core Responsibilities:


  • Assist with managing, collecting, and organizing information from a program of customer experience surveys
  • Share reporting and analysis with a variety of organizational stakeholders, including contact centers, clinics, medical directors, senior executives
  • Develop materials, which may include dashboards and/or slides, to lead discussions with key organizational leaders: Present data and analysis in a clear and concise manner, to showcase the aggregate picture and convey insights from customer experience and operational metrics
  • Conduct monthly and quarterly reviews on patient experience insights and risks, to inform decision-making and initiative development
  • Educate and engage business partners on the role of the VOC team and drive patient-centric change across the organization
  • Conduct tactical deep dives into specific patient experience issues, performing root-cause analysis, and taking a project-oriented approach to research, surface, and resolve pain points 
  • Create a consumable data-driven narrative by mining customer calls, social media posts, and other unstructured feedback sources, and combining in aggregate with operational data to generate a comprehensive view of customer voice 
  • Support a service recovery process, to ensure high-risk customer issues and complaints are surfaced for resolution 
  • Manage and progress against project timelines, keep project plans updated, maintain program governance 
  • Other strategic / analytical priorities, as determined by Patient Experience team leaders


What are we looking for?


  • Bachelor's degree in Statistics, Business, Social Sciences, or a related field. 
  • Two years experience in Customer Experience, Analytics, Voice of Customer required
  • Experience sharing insights broadly across an organization to large teams and corporate leadership, to inspire innovation, persuade improvement
  • Strong organization and project management and/or technical program management skills 
  • Comfortable with ambiguity, and working cross-functionally to ensure project success
  • Self-motivated and eager to take ownership of projects
  • An interest in continued learning and building technical skillset 
  • Effective, collaborative, and flexible team player
  • Demonstrated attention to detail, experience leveraging data & analytics to solve problems by collecting, organizing, analyzing, and interpreting data to generate insights
  • Proven innovative problem-solving abilities and decision-making skills; ability to anticipate and uncover opportunities from research requests 
  • Effective interpersonal, verbal and written communication skills 
  • Highly prefer experience working in Qualtrics, Clarabridge, or other survey & insights technology environments
  • Prefer experience manipulating and querying data, creating reports and dashboards, performing statistical analyses, using Tableau or similar software 
  • Prefer bilingual Spanish-speaker
  • US work authorization
  • Someone who embodies being “Oaky”

What does being “Oaky” look like?

  • Radiating positive energy
  • Assuming good intentions
  • Creating an unmatched patient experience
  • Driving clinical excellence
  • Taking ownership and delivering results
  • Being relentlessly determined

Why Oak Street Health?

Oak Street Health is on a mission to “Rebuild healthcare as it should be'', providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patient’s communities, and focused on the quality of care over volume of services. We’re an organization on the move! With over 160 locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody “Oaky” values and passion for our mission.

Oak Street Health Benefits: 

  • Mission-focused career impacting change and measurably improving health outcomes for Medicare patients
  • Paid vacation, sick time, and investment/retirement 401K match options
  • Health insurance, vision, and dental benefits
  • Opportunities for leadership development and continuing education stipends
  • New centers and flexible work environments
  • Opportunities for high levels of responsibility and rapid advancement

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply. 

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