Norfolk, Virginia

Description

SHIFT: Day Job

SCHEDULE: Full-time

 

Your Talent. Our Vision. At Anthem, Inc., it’s a powerful combination, and the foundation upon which we’re creating greater access to care for our members, greater value for our customers, and greater health for our communities. Join us and together we will drive the future of health care.

 

This is an exceptional opportunity to do innovative work that means more to you and those we serve at one of America's leading health care companies and a Fortune Top 50 Company.


Experience Integration Sr. Analyst will actively engage with business partners to help inform through research and analytics the desired future state experiences consistent with Anthem’s vision to reimagine all aspects of the service experience.  Experience Integration Sr. Analyst will achieve desired outcomes by being relentless in advocating for Anthem’s members, their caregivers/families, providers, employers, brokers and associates and ensuring the current and future state needs are integrated into the work through an outside-in perspective and human centered design into all of our transformational initiatives.  In this role, you will focus on inspiring each stakeholder to bring the human experience back to health care.

 

·       Responsible for supporting the enterprise transformation strategy on the future of work, workplace and workforce by conducting deep dive research and analytics focused on customer experience.

·       Lead development of an experience playbook development across each business segment.

·       Responsibilities will include analyzing existing Anthem and industry research and leading/guiding new research as needed to support the experience integration across value streams to reflect the future Anthem experience, identify the critical moments that matter, develop key measures of experience and co-design the feedback loop across the enterprise (e.g. technology, process and workforce design).

 


Qualifications

Requires a BA/BS degree related to customer analytics, human centered design or related field; 5-8 years of experience related to customer and employee experience, market analytics, or any combination of education and experience, which would provide an equivalent background. Health industry or related experience is a plus. Master’s degree preferred. Proficiency in Microsoft Suite (PPT, Word, Excel) required. Critical thinking, synthesis capabilities to communicate to an executive audience, creative problem-solving, knowledge and experience with customer segmentation, persona development, journey mapping and storytelling with data required.

Other key characteristics:

Ability to work in a fast paced environment that is results and deliverables oriented

Ability to connect outside-in experience research to business metrics and priorities

Strong outside in perspective, digital first mentality, always focused on customer needs

Knowledge of healthcare and social determinants of health


Anthem, Inc. is ranked as one of America’s Most Admired Companies among health insurers by Fortune magazine and has been named a 2019 Best Employers for Diversity by Forbes. To learn more about our company and apply, please visit us at careers.antheminc.com. An Equal Opportunity Employer/Disability/Veteran.  Anthem promotes the delivery of services in a culturally competent manner and considers cultural competency when evaluating applicants for all Anthem positions.

 


Norfolk, Virginia

At Anthem, Inc., we believe that our health connects us all. So we focus on being a valued health partner and delivering quality products and services that give members access to the care they need. With more than 100 million people served by our affiliated companies including approximately 40 million enrolled in our family of health plans, we can make a real difference to meet the needs of our diverse customers.

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