When you join Sunrise Senior Living, you will be able to use your unique skills to empower residents to live longer, healthier, and happier lives. Not only will you build meaningful relationships with residents, their families, and team members alike, you will also gain joy in serving others and deep fulfillment in your work. Explore how you can follow your passions and shed light on meaningful ways to serve, grow, and shine together.

Sunrise Senior Living was again certified as a Great Place to Work® by Activated Insights. This is the 8th time Sunrise has received this top culture and workplace designation, highlighting the special place Sunrise is to be a part of.

Sunrise Senior Living is seeking a highly organized, process-oriented Experience Management (XM) Analyst who will be responsible for representing both the voice of the customer and team member through ongoing measurement of our enterprise listening and engagement programs. The XM Analyst will have strong analytical skills and be responsible for overall data delivery within the XM Program as well as the execution of enhancements within the survey platforms. This person will be responsible for helping to design listening strategies and utilizing insights to identify trends, opportunities for improvement and drive retention. The ideal candidate will have solid quantitative and qualitative skills, experience summarizing analyses for technical and non-technical audiences, experience in survey design as well as the ability to work across functional areas to support business leaders in meeting Sunrise’s objectives. This position will report to the Director of Experience Management and will have no direct reports. The position may be remote with minimal travel to be required. Community Support Office is in McLean, VA.

Essential Duties

As a part of the Sunrise team, supporting our Mission, Principles of Service and Core Values is a fundamental part of this job. Our foundational belief is the sacred value of human life.

• Provide reporting and analytics to support business goals, including accessing data structures and using analytical tools, building and monitoring dashboards, and working closely with internal stakeholders to prioritize and scope enhancements to existing reporting platforms (Power BI).
• Communicate survey results, along with implications and recommendations, to team members throughout Sunrise, ensuring understanding and support for technical and non-technical audiences. Partnering with Operations, Finance and other teams as necessary.
• Act as an internal consultant by understanding business needs, evaluating data requests, synthesizing insights, and recommending optimization strategies to key business partners.
• Utilize XM program to identify areas where data and insights can be used to drive improvements in Sunrise’s customer and team member experience and performance.
• Perform root cause analysis, including sample audits, text-data mining, regression and correlation analysis, to determine drivers of both dissatisfaction and satisfaction, and to identify gaps in understanding of customer and team member experience throughout the lifecycle.
• Utilize statistical modeling techniques to forecast future trends and outcomes related to employee engagement, attrition, resident churn, and other key areas.
• Support the existing experience survey program with our third-party vendor; specifically survey development, data transfer, reporting/dashboard capabilities, and delivery of regular insight reports by community and survey type.
• Coordination and prioritization of development tasks and issue resolutions for the programs.
• Monitor survey data to ensure systems and processes are functioning as expected, including frequency of records, response rates, and drop rates.
• Create process efficiencies through automation (report delivery, dashboard creation, and data management) based on business needs.
• Contribute to the development of workforce planning strategies by providing data-backed insights and recommendations.
• Perform other duties as assigned.

Core Competencies

• Strong ability to analyze complex data sets, identify trends, and draw meaningful conclusions.
• Proficiency in using data visualization tools (e.g., Tableau, Power BI) to create compelling dashboards and reports.
• Knowledge of statistical techniques and predictive modeling.
• Proficient with Microsoft: Excel and PowerPoint
• Strives to develop trust, credibility, and strong working relationships
• Understanding of business objectives and the ability to align analytics strategies with overall business goals.
• Solutions-driven; able to quickly analyze and propose solutions to project risks and issues with the program teams
• Excellent time management and organizational skills in dealing with multiple and/or complex projects and/or tasks
• Experience and high level of comfort with managing multiple projects/tasks simultaneously
• Excellent written and verbal communication skills to effectively present findings to both technical and non-technical audiences.
• Ability to work effectively with cross-functional teams and stakeholders.

Experience and Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed throughout this job description are representative of the knowledge, skills, and abilities required.

• Bachelor’s degree in Business Analytics, Data Science, or a related field
• 3+ years’ experience as a Data Analyst, Technical Analyst, Data Scientist or similar experience; Experience Management experience a plus but not required

Ready to take the next step and make a bigger impact than you ever imagined? As part of our team, you will help brighten the future for everyone at Sunrise and beyond. That is why we make it a priority to celebrate the unique ways you bring moments of togetherness and joy to everyone you serve. And when combined with the support, benefits, and growth opportunities we offer, the result is a career that PositivelyShines with everything you need to reach your goals – at work and in your life.

We also offer benefits and other compensation that include:

• Medical, Dental, Vision, Life, and Disability Plans
• Retirement Savings Plans
• Employee Assistant Program / Discount Program
• Paid time off (PTO), sick time, and holiday pay
• myFlexPay offered to get paid within hours of a shift 
• Tuition Reimbursement
• In addition to base compensation, Sunrise may offer discretionary and/or non-discretionary bonuses. The eligibility to receive such a bonus will depend on the employee’s position, plan/program offered by Sunrise at the time, and required performance pursuant to the plan/program.
• Some benefits have eligibility requirements

Apply today to learn why Sunrise Senior Living is a certified Great Place to Work®

Sunrise considers the health and safety of its residents, family members, and team members to be one of its highest priorities. Employment with Sunrise is conditioned on completing and passing a drug test (which does not include marijuana), participating in testing requirements (e.g. Tuberculosis Test, Physical Evaluation). Covid-19 and Influenza vaccination is only required to the extent mandated by applicable federal, state, and local laws and authorities.

Selected candidates will be offered competitive compensation based on geographic location of community/office, skills, experience, qualifications, and certifications/licenses (where applicable).