Mgr, Customer Solutions Analytics- West Hills, CA req63388 in West Hills, CA at Quest Diagnostics

Date Posted: 5/3/2021

Job Snapshot

Job Description

Mgr, Customer Solutions Analytics- West Hills, California - Monday - Friday

The Manager, Customer Solutions Analytics is responsible for delivering deep market and customer insights with data/analytics and driving the effective use of this information to enhance the Commercial business performance.  Will be responsible for developing the strategy & implementing to create the foundation for future predictive customer analytics.  Will manage a team of data analysts that uses customer data and statistical methods to provide insight into customer performance and suggest area and methods of improving customer solutions.  Focused on partnering with Commercial leadership to support Regional growth strategies and managing resources to support growth, drive operational excellence initiatives, and create and implement strategies to improve the Customer Experience through data & statistics to support. 

Duties and Responsibilities:

1.     Implements and oversees the analytical approaches and methodologies necessary for improvements.

2.     Provide insights to management for decision making and strategic planning.

3.     Responsible for managing and developing internal/external information sources for the analytics

4.     Responsible for the delivery of key predictive and descriptive models, including but not limited to

a.     Customer lifeline value models

b.     Customer Base Management and Service

c.     Retention:  Churn drivers, best retention, retention optimization

5.     Define and implement world-class data science practices ensuring that insights are timely, robust, repeatable, and trust-worthy to build right capabilities for the future

6.     Ensures the alignment of the long-term Commercial, Customer Solutions, and IT plans with business needs are met based on set objectives

7.     Develop and maintain effective working relationships with Commercial teams that ensures credible understanding of business problems, strategies, issues, and priorities.  Maintain open dialogue with senior leaders as it relates to projects and issues

8.     Lead, coach, and manage a team of data analytics staff.  Conducting performance reviews, training, and development plans as needed


Supervision Exercised:

Lead a team of up to 5 analysts




• BS/BA in Business Analytics, Business Administration, or related field; Masters degree a plus

Work Experience:

• 5 years relevant experience or equivalent combination of education and experience.

• 1 – 3 years supervisory experience

• Knowledgeable in analysis role demonstrating hand-on ability to deliver insights and models leading to improved business performance

• Ability to influence business to changed based on insights through effective communications and stakeholder management

• Proficiency in managing multiple projects

• Effective analytical and problem-solving skills

• Management skills and team focused

Physical and Mental Requirements:

20 – 25% travel required

Technical Training or Professional Licensing

Indicate any technical training or professional licensing is required or preferred.


• Excellent Customer Service skills

• Strong verbal and written communications skills to effectively interact with all levels of management and customers

• Excellent presentation skills