Sentara Health · 1 day ago
Consumer Experience Analyst
Virginia Beach, VA
Full-time
Hybrid
Entry, Mid Level
2+ years expSentara Health is committed to improving healthcare experiences for consumers. The Consumer Experience Analyst will focus on mapping consumer journeys, identifying pain points, and collaborating on solutions to enhance healthcare delivery and health plan experiences.
Hospital & Health Care
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
Qualification
Required
Bachelor's Level Degree
2-4 years relevant experience/healthcare, managed care or related industries strongly desired
Excellent customer service skills
Excellent communication skills
Prepare clear summaries, insights, and readouts for journey working sessions
Preferred
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
Benefits
Medical, Dental, Vision plans
Adoption, Fertility and Surrogacy Reimbursement up to $10,000
Paid Time Off and Sick Leave
Paid Parental & Family Caregiver Leave
Emergency Backup Care
Long-Term, Short-Term Disability, and Critical Illness plans
Life Insurance
401k/403B with Employer Match
Tuition Assistance – $5,250/year and discounted educational opportunities through Guild Education
Student Debt Pay Down – $10,000
Reimbursement for certifications and free access to complete CEUs and professional development
Pet Insurance
Legal Resources Plan
Colleagues have the opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria is met.
Company
Sentara Health
Sentara Health, an integrated, not-for-profit health care delivery system, celebrates more than 135 years in pursuit of its mission - "we improve health every day." Sentara is one of the largest health systems in the U.S.
10001+ employees
H1B Sponsorship
Sentara Health has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (30)
2024 (7)
2023 (1)
Funding
Current Stage
Late StageLeadership Team
Dennis Matheis
President & CEO
Howard Kern
CEO Emeritus Sentara Health
Recent News
2025-09-17
The Virginian-Pilot
2025-07-24
Company data provided by crunchbase