Mgr, Customer Analytics in Lenexa, KS at Quest Diagnostics

Date Posted: 6/7/2022

Job Snapshot

  • Employee Type:
  • Location:
    9601 Renner Boulevard
    Lenexa, KS
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

Mgr, Customer Analytics - Lenexa, KS

Job Summary:

Support National Customer Services with Reporting and Analytics to drive better insights and value for our customers and our business.  Lead a team responsible for transformational change through data analytics as well as continued standard reporting and analysis. Support the analytics process for business strategies from the beginning to the end (i.e. from curious question, to business requirements, to data model, technology and visualization aspects of Reporting and Analytics).  Partner across NCS team and corporate/regional leaders to identify new ways to transform customer-oriented data into meaningful insights.  Create a consolidated data strategy:  Integrate the Current CRM, Telephony and corporate data lakes to enable and drive better, more informed decisions.  Support the creation of KPIs and operational scorecards that serve as the basis of agent, supervisor and business reviews. Provide ad hoc data analysis to support the executive and operational needs of the business.  Provide NCS training to optimize business processes. Lead data and root cause analysis for key process areas or proposed technological enhancements.

Duties and Responsibilities:

  • Support new data analytics and ongoing reporting in an operational model
  • Support the end-to-end Analytics process model
  • Support Analytics Data Design responsibilities
  • Owner and Data Integrity Validator for NCS Data used for reporting

Supervision Exercised:  2


Education Preferred:

• BS/BA or equivalent required (Mathematics/Statistics/Engineering degree preferred)

Work Experience:

• 7 years minimum work experience in role requiring analytics or reporting

• Continuous improvement/QMS

• Expertise in creating, managing and discerning large master data sets

• Expertise in rational database query and creation (Access & SQL)

• Process / Continuous Improvement Experience (GB Certification preferred)

• Working understanding and experience with relevant Order to Cash processes

• Direct experience in influencing operational leaders

• A proven track record in analyzing data and drawing actionable conclusions

• Systems knowledge: QLS, QBS, QDSS, Cognos, QPS, QMPS, IDAA

• Software / Programming requirements:

• Excel- for data mining and creation of static modeling

• Minitab- for statistical analysis of historical data

• Access- for database queries and creation

• SharePoint / Tableau- for distribution of metrics / data sets

• Visual Basic / Alteryx- for automation of routine data management

Physical and Mental:

• Sitting for prolonged periods of time


• Ability to travel up to 10%

• Competencies: Results Oriented, Collaborative, Analytical, Problem Solving, Customer Focus, Negotiating, Functional / Technical Skills, Organizing