Data Analyst II - Conversational Analytics - Telecommute

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Posted 3 days ago United States $64k - 116k (US Dollars)
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Job Description

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm) OptumRx is looking for a Data Analyst II (Conversational Analytics) that will be responsible for collaborating on the design and execution of NLP (natural language processing) & conversational analytics in support of the OptumRx IVR/chat/virtual assistant self-service growth strategy. The overall focus of this role is to support the identification of insights & intelligence to improve our customers conversational self-service experiences. This analyst must be comfortable collaborating on feature level measurement strategies, instrumentation requirements, and utilizing conversational data and metrics to identify insights. This analyst will collaborate across Product/Design/Technology/Routing business partners to deliver value from those analytics. You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. Primary Responsibilities: Analyzing conversational journey data and creating compelling analytics / visualizations and presentations to assist decision-making capabilities Understand upstream and downstream relationships in our digital tools and call centers Detecting and addressing data issues and solving data quality problems Contribute to identification of actionable insights from best in class conversational analytics tools Collaborate with cross-functional capability teams delivering product experience optimization Developing successful methodologies for analyzing and presenting data. Work with business and senior leadership stakeholders across OptumRx to define and understand business needs for conversational analytics focused on growth/efficiency/customer experience Understand, quantify and communicate the strategic and operational implications of conversational analytics results Enable analytics partners to investigate, research, and analyze customer journey data Manage internal engagements, meeting project and deliverable timelines, ensuring the accurate and timely completion of deliverables You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in. Required Qualifications: Bachelor's degree 1+ years of experience working directly with conversational products & analytics (NLP/IVR/chat/virtual assistant) 1+ years of experience with analytics visualization platforms (DOMO/Tableau/etc.) 1+ years of experience developing and deploying conversational analytics solutions in an operational domain 1+ years of experience working directly with senior level leadership 1+ years of data storytelling experience If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener. Employees must comply with any state and local masking orders. In addition, when in a UnitedHealth Group building, employees are expected to wear a mask in areas where physical distancing cannot be attained Preferred Qualifications: Experience supporting IVR/Chat/Virtual Assistant Product and/or Capability Managers Experience working with Splunk data architecture Experience delivering within a data science delivery team environment Experience with healthcare data, specifically customer journey and operational data Experience working with Genesys Voice Portal platform Solid project management experience Healthcare/HIPAA work experience desirable Desire and ability to thrive in a Global, fast-paced environment under tight deadlines Ability to work independently and in a team environment to deliver Demonstrated ability to prioritize, multi-task, and problem solve Careers with OptumRx. We're one of the largest and most innovative pharmacy benefits managers in the US, serving more than 12 million people nationwide. Here you'll fill far more than prescriptions. As a member of one of our pharmacy teams, you're empowered to be your best and do whatever it takes to help each customer. You'll find unrivaled support and training as well as a wealth of growth and development opportunities driven by your performance and limited only by your imagination. Join us. There's no better place to help people live healthier lives while doing your life's best work.(sm) *All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy. Colorado Residents Only: The salary range for Colorado residents is $64,800 to $116,000. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentivesDiversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment. Job Keywords: Data Analyst Conversational Analytics, Data Analyst, Digital Conversational Data Analyst, Data Visualization, Data Story Telling, Adobe Analytics, Adobe Certified Expert, IVR, Natural Language Processing, Power BI Visualization, Chat, Chatbots, DOMO, SQL, Telecommute, Remote, Work from Home