Senior Analyst, Experience Surveys and Analytics

At Fresenius Medical Care, the well-being of our patients and the experience of our employees are our top priorities. Fresenius Medical Care recognizes the clear link between patient well-being and the experience of our employees, and by improving both in concert we achieve compounding results. The Experience Team at Fresenius Medical Care drives improvement for our patients, employees, and physician partners by amplifying their voices through our listening program. This program 1) measures the experiences of our patients, employees, and physician partners via surveys, focus groups, and interviews, 2) analyzes and shares experience feedback with leaders to empower them to make informed decisions, and 3) designs evidenced-based resources and programs to support leaders in driving enhancements to patient care and the employee experience.

Our Experience Team is a part of our broader Global People Analytics Team within Human Resources, a strategic organizational design decision that aligns our people-centric strategies and initiatives. The Senior Analyst, Experience Surveys and Analytics will execute work in the employee, patient, and physician experience space. This individual will have a background in I/O Psychology or related field and be skilled in psychological theory, scientific research methods, survey design, advanced statistical analysis, and data visualization and advising business leaders on using the data to initiate improvements. The Senior Analyst, Experience Surveys and Analytics will leverage these skills to design measurement tools to collect employee, patient, and physician experience data, analyze the data to identify actionable insights, and develop and communicate critical business stories to stakeholders via data visualization.

Ultimately, this work supports programs that will drive measurable changes in attitudes and behaviors of employees, patients, and physicians, and improve the experience of these groups. Please note that experience in healthcare is valued but not required for this role.

Responsibilities

• Support/lead the execution of employee, patient, and physician experience work globally

  Support/lead the design and execution of employee experience survey programs such as the annual employee engagement survey, lifecycle surveys (e.g., onboarding & exit surveys, stay interviews), pulse surveys, etc.

  Support/lead the design and execution of patient experience survey programs such as the annual patient experience survey, ICH-CAHPS survey, OAS-CAHPS survey, home therapies survey, etc.

  Support/lead the design and execution of physician experience surveys

• Consult with stakeholders to understand business challenges involving our patients and employees and determine what data is needed to further explore and identify the root causes of those challenges (note that this is not always self-report survey data).
• Design tools such as surveys, focus group interviews, observational checklists, etc. to reliably measure attitudes, perceptions, behaviors, or other constructs related to employee and patient experience
• Design new and/or review effectiveness of existing survey items (e.g., engagement, patient satisfaction, onboarding); ensure items meet survey design and measurement best practices (e.g., items not double-barreled or leading, high reliability, content/construct valid)
• Configure surveys in Qualtrics, oversee language translations, manage distribution lists and metadata, support the development of communication campaigns/plans, launch surveys, build dashboards, manage user access, train HRBPs and business leaders to use dashboards, and troubleshoot issues.
• Manage and ensure the quality/accuracy of datasets by cleaning, joining, updating, refining and conducting quality assurance activities as needed
• Conduct robust analysis of data (e.g., survey results), linking experience data to other internal HR and business data sources (e.g., turnover, patient safety data, financial data, etc.) to identify key business insights that inform effective action plans
• Build presentations reflecting key findings and present to stakeholders outlining results, recommendations, and action items
• Analyze data to understand trends and relationships using descriptive and predictive statistical techniques (e.g., correlation, regression)
• Develop data stories/narratives from analyses and build visualizations to communicate key findings to business stakeholders
• Analyze open ended comments to identify themes/topics
• Drive adoption of analytics tools and dashboards by developing user guides and providing end-users with training on the use of available reporting/dashboards as well as how to extract value and take action on dashboard data
• Develop sampling methods to ensure representativeness of data collected for employee and patient experience programs
• Partner with key stakeholders to support ad hoc requests by conducting intake meetings to understand business challenges/questions, advise on the appropriate method of gathering employee and patient feedback, lead or support the execution of the work, and collaborate with stakeholders on action planning
• Provide guidance on best practices in developing survey items to our partners in HR and the business and support the development of best practice documentation to enable self-service support where appropriate
• Partner with Global Communications, HR Leadership and business stakeholders to support the development and implementation of survey communications prior to survey/program launch that includes pre-survey, survey live, and post-survey periods

• Requirements

• Masters degree in Industrial/Organizational Psychology required, PhD preferred
• 3+ years of work experience in a consulting or People Analytics role, with a focus on survey design, execution, and data analytics and visualization.
• 2+ years of work experience in Employee Listening/Experience
• Strong presentation skills, including experience presenting to small/medium audiences, key stakeholders, team members, and supporting or leading training sessions and/or focus groups
• Strong interpersonal skills; ability to develop professional relationships at all levels of the business
• Successful track record of service delivery
• Proven ability to use statistical analysis, analytics, and business knowledge to help solve complex business problems
• Ability to draw inferences from disparate pieces of data, quickly identify key findings, and recognize implications and provide recommendations
• Ability to frame analytic findings in a digestible and business friendly format that identifies key business implications and inspires action; must be able to create visually appealing summaries using Microsoft Office (e.g., Word, PowerPoint)
• Experience designing tools measuring attitudes, behaviors, and other constructs (e.g., engagement surveys, exit surveys, focus group interview)
• Experience managing small projects or components of medium/large projects including project initiation, planning, execution, monitoring, and closing
• Strong attention to detail
• Excellent verbal/written communication skills
• Advanced Microsoft Excel skills
• Proficient in at least one statistical/programming language (e.g., R, Python)
• Proficiency with one or more business intelligence/visualization tools including Power BI, Tableau (or other similar program) is preferred; advanced skills preferred
• Qualtrics proficiency required, advanced skills preferred
• Natural Language Processing proficiency preferred
• Experience with Enterprise Data Platforms (EDP) and relational data bases preferred
• Experience with SQL preferred