Consumer Experience Analyst

Job description

City/State Virginia Beach, VA Work Shift: First (Days) Overview: Consumer Experience Analyst We’re looking for someone who is passionate about improving how consumers experience healthcare and health plans at Sentara. As a Consumer Experience Analyst, you will play a critical hands-on role in mapping consumer journeys, identifying patient and member pain points, closing knowledge gaps, and collaborating on pilot solutions across care delivery and health plan experiences. You’ll work closely with our Consumer Experience Journey Management team to conduct interviews, synthesize findings, build, refine and maintain journey maps, and drive the day-to-day execution of improvement efforts. This role is ideal for someone who enjoys solving problems and working across teams to untangle the complex challenges that accompany the holistic end-to-end healthcare experience. Responsibilities: · Coordinate and conduct stakeholder interviews with health plan and care delivery subject matter experts to fill gaps in consumer journey understanding · Document and refine patient and member journey maps, service blueprints, and supporting artifacts · Identify and articulate journey pain points, inclusiv...