Background:
The healthcare industry faces many problems - affordability, substandard customer service and inconsistency in care quality, and is not designed around the customer needs, leading to a subpar customer experience. Despite encouraging improvements in treatment innovation, the delivery of care is inconsistent, resulting in variations in the quality of care that further compound these problems. We must reimagine a system that is built around the needs of the people we serve with high-value solutions to these pain points.
Baylor Scott and White Health (BSWH) is building a customer-focused strategy to solve these problems. At the heart of this strategy is BSWH?s flagship digital product, MyBSWHealth. MyBSWHealth is a web and mobile application built on a modern tech stack that allows BSWH customers (patients, health plan members, employers) to seamlessly interact with every facet of BSWH?s offerings via an intuitive and cohesive user experience. With over 3 million registered users, 800k+ monthly active users and a 4.8 App Store rating, MyBSWHealth is one of the most heavily utilized and loved health system apps in the country.
Position Summary:
As the Director, Digital Analytics you will play a critical role in helping Baylor Scott and White Health develop the future of our digital products and platforms, including our flagship mobile app, MyBSWHealth. We are looking for a seasoned analytics leader who will partner with product, design, engineering, and research teams to 1.) prioritize what to build, 2.) ensure these teams have data-informed goals, and 3.) drive understanding of growth and engagement levers across the digital ecosystem.
Additionally, you will use data to deliver insights that shape roadmaps, quantify new opportunities, and ensure the products and features we build bring value to BSWH customers and to the business itself.
As a people leader, you will hire and mentor a small team of data analysts who will be embedded alongside product squads; you will help direct the work of these teams, partnering with product and engineering leadership to focus on core leverage points for the product.
Fundamentally, you and your team will develop hypotheses - and then employ a diverse toolkit of rigorous analytical approaches, different methodologies, frameworks, and technical approaches to test them. You won?t simply present data but tell data-driven stories. You will convince and influence your partners using clear insights and recommendations
This is an exciting opportunity to change the status quo for how a health system empowers its customers to live well.
Schedule : Mostly remote, travel to Administrative Building (Dallas, Tx.) once or twice a quarter.
Key Responsibilities:
- Lead and grow a data team deeply focused on digital product growth and customer engagement
- Partner closely with product, design, engineering, and research teams, leveraging your expertise in quantitative analysis and the presentation of data to develop data-informed strategies for growing and optimizing BSWH?s products and platforms.
- Leverage advanced data analysis techniques to optimize user engagement and customer satisfaction, with a heavy emphasis on helping to stand up and manage a/b + multivariate testing to prove or disprove product hypotheses.
- Proactively conduct quantitative analyses of large and complex datasets to find opportunities for product growth
- Contribute to the technical vision of the use of data to improve the quality and efficiency of our products at scale
- Lead development and communication of product insights and recommended action items with MyBSWH leadership
Preferred Candidate Profile:
- 8+ years of work experience managing analytics teams, working collaboratively with Product and Engineering teams, and guiding data-informed product planning, prioritization, and strategy development
- Proven experience influencing strategy and driving change across org boundaries through clear and compelling communication of data-driven insights and analyses.
- Demonstrable experience delivering insights for consumer-facing products; this role has a heavy emphasis on customer-centricity - you must have experience with developing and delivering customer-driven insights, preferably in a direct-to-consumer business environment
- Excellent communication skills, with the ability to convey complex concepts to both technical and non-technical stakeholders.
- Exposure to / familiarity with PBI/data concepts and experience building out self-service data solutions
- Strong coding experience in one (or more) data programming languages like Python/R
- Knowledge of and experience with large cloud-based data platform such as Snowflake, SQL Server, Kusto, Engage, and Amplitude
Ideal Candidates Will Possess:
- Bachelor's degree in Data Science, Statistics, Computer Science, Economics, or a related field
- Demonstrable experience working effectively with multiple stakeholders and cross-functionally.
- Expertise in web analytics platforms such as Amplitude, Adobe Analytics or Mixpanel
- Proficiency in SQL, Python, or R for data querying and analysis
- Deeply familiar with A/B testing platforms such as Amplitude Experiment, Optimizely or Google Optimize
- 7 years of experience in digital analytics space
Minimum Requirements:
- EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification
- EXPERIENCE - 5 Years of Experience
