Job Information

Providence Voice of the Customer, Insights Lead, Remote in Renton, Washington


Providence St. Joseph Health is calling a Voice of the Customer, Insights Lead to work remotely within our footprint states: AK, CA, MT, OR, TX and/or WA.

The Voice of the Customer Researcher, leveraging experience analyzing data from multiple sources (particularly survey data in the Customer Listening platform) and using a range of analytics methods, will identify insights with the biggest implications to Revenue Cycle and craft a story of the data in a way that inspires action. The Senior Analyst will be responsible for understanding customer sentiment and feedback across multiple touch points, moments of truth, and journeys. This person will both individually and, in partnership with the VoC team, surface pain points and emerging trends for root cause analysis. They will also conduct analysis on the direct customer feedback to identify trends and assign value to the insights for prioritization and action.


  • Own key experience metrics; be intimately familiar with the customer experience - what works, what doesn’t, and what we need to prioritize. Monitor and analyze VOC trends, and performance drivers to support weekly and monthly reporting

  • Support VoC projects and pilots across RC, including survey deployment, refinement of survey, monitoring of survey sample size, etc.

  • Satisfy ad-hoc VOC data requests/analyses accurately and timely for reporting/analysis

  • Manage administrative and reporting duties needed to maintain a successful survey program

  • Create performance narratives, both written and visual, to translate the customers feedback into key insights for senior management and other key business stakeholders

  • Be in expert in the Customer Listening platform and serve as the 'go-to' for questions on data / insights

  • Provide voice of the customer insights and feedback to internal business partners, and establish a clear understanding of how to use this data in order to improve the experience

  • Work with Revenue Cycle to democratize VoC data in order to empower different teams across the business to act on the data

  • Coach and support development of Research Analysts

Required qualifications:

  • Bachelor's Degree in Business, Psychology, Marketing, Communications, Customer Research, Statistics, Data Science, Customer Experience, or other related fields.

Preferred qualifications:

  • 1 year customer exp mgt, Research & Design program development - supporting and developing programs, building SME and driving insights to action efforts. Knowledge of experience metrics and design practices.

  • 1 year experience working with tools in the VOC and CX space (surveying, reporting).

  • 1 year experience analyzing complex sets of data and disseminating insights.

  • 1 year hands-on experience with basic statistical techniques: profiling, correlation analysis, trend analysis, sizing/estimation, and basic segmentation.

Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally and achieving financial security. We take care of you, so you can focus on delivering our Mission of caring for everyone, especially the most vulnerable in our communities.

Salary Range:

NorCal (Napa, Sonoma)

Min: $33.89, Max: $53.92

Southern California, NorCal (Humboldt) Alaska (Kodiak, Seward, Valdez)

Min: $30.21, Max: $48.06

WA Puget Sound Oregon (Portland) Alaska (Anchorage)

Min: $28.98, Max: $46.10

Oregon (Hood River, Medford, Seaside)

Min: $27.02, Max: $42.98

Eastern Washington (Richland, Spokane, Walla Walla)

Min: $25.79 , Max: $41.02


Min:$23.33, Max: $37.12


Min:$22.10, Max: $35.16

About Providence

At Providence, our strength lies in Our Promise of “Know me, care for me, ease my way.” Working at our family of organizations means that regardless of your role, we’ll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable.

The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.

Check out our benefits page for more information about our Benefits and Rewards.

About the Team

Providence Shared Services is a service line within Providence that provides a variety of functional and system support services for our family of organizations across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

We are committed to the principle that every workforce member has the right to work in surroundings that are free from all forms of unlawful discrimination and harassment.

We are committed to cultural diversity and equal employment for all individuals. It is our policy to recruit, hire, promote, compensate, transfer, train, retain, terminate, and make all other employment-related decisions without regard to race, color, religious creed (including religious dress and grooming practices), national origin (including certain language use restrictions), ancestry, disability (mental and physical including HIV and AIDS), medical condition (including cancer and genetic characteristics), genetic information, marital status, age, sex (which includes pregnancy, childbirth, breastfeeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, genetic information, and military and veteran status or any other applicable legally protected status. We will also provide reasonable accommodation to known physical or mental limitations of an otherwise qualified caregiver or applicant for employment, unless the accommodation would impose undue hardship on the operation of our business.

We are a community where all people, regardless of differences, are welcome, secure, and valued. We value respect, appreciation, collaboration, diversity, and a shared commitment to serving our communities. We expect that all workforce members in our community will act in ways which reflect a commitment to and accountability for, racial and social justice and equality in the workplace. As such, we will maintain a workplace free of discrimination and harassment based on any applicable legally protected status. We also expect that all workforce members will maintain a positive workplace free from any unacceptable conduct which creates an intimidating, hostile, or offensive work environment.

Requsition ID: 164770
Company: Providence Jobs
Job Category: Strategy & Planning
Job Function: Administration
Job Schedule: Full time
Job Shift: Day
Career Track: Business Professional
Department: 4001 SS RC PATIENT ME ADM 1
Address: WA Renton 1801 Lind Ave SW
Pay Range: $28.98 - $46.10
The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.
Check out our benefits page for more information about our Benefits and Rewards.

Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.