Consumer Experience Analyst

Journey Analyst – Consumer Experience

We’re looking for someone who is passionate about improving how consumers experience healthcare and health plans at Sentara. As a Journey Analyst, you will play a critical hands-on role in mapping consumer journeys, identifying patient and member pain points, closing knowledge gaps, and collaborating on pilot solutions across care delivery and health plan experiences.

You’ll work closely with our Consumer Experience Journey Management team to conduct interviews, synthesize findings, build, refine and maintain journey maps, and drive the day-to-day execution of improvement efforts. This role is ideal for someone who enjoys solving problems and working across teams to untangle the complex challenges that accompany the holistic end-to-end healthcare experience.

Responsibilities

· Coordinate and conduct stakeholder interviews with health plan and care delivery subject matter experts to fill gaps in consumer journey understanding

· Document and refine patient and member journey maps, service blueprints, and supporting artifacts

· Identify and articulate journey pain points, inclusive of operational, technological or organizational areas of abrasion, and ideate solutions with cross-functional teams

· Support the execution of specifically selected pilot solutions tied to prioritized journey improvements

· Collect and synthesize key journey data points, including experience and operational metrics (e.g., CSAT, CES, NPS, KPIs)

· Prepare clear summaries, insights, and readouts for journey working sessions

Preferred Qualifications

· 2-4 years of relevant experience within healthcare, managed care, or related industries

· Familiarity with healthcare delivery and/or health plan operations (or strong ability to learn quickly)

· Working knowledge of primary consumer experience principles such as: journey mapping, service design, UX research, etc.

· Strong synthesis skills, including ability to turn multiple inputs and outputs into clear insights and usable artifacts

· Comfortable working in cross-functional environments with varying levels of structure

· Strong written and oral communication skills

A hybrid work schedule at 1330 Sentara Park is preferred but possibility for Remote opportunity will be review

EducationBachelor's Level Degree

Certification/Licensureno specific certification or licensure requirements

ExperienceBachelor Level Degree2-4 years relevant experience/healthcare, managed care or related industries strongly desiredExcellent customer service skillsExcellent communication skillsPrepare clear summaries, insights, and readouts for journey working sessions