What is a day in the life of a CDAO like?
To Himanshu, a CDAO's day combines evangelism, problem solving, and advocacy.
- Evangelism: using every opportunity to share where and how analytics can generate business impact.
- Problem solving: across business operations and how to make the most of analytical insights.
- Advocacy: on behalf of the customer. For Himanshu, it's the healthcare clients. He says, “Leveraging concepts such as human-centered design and design thinking consistently help us find the right problems to solve, for the right needs, in the right way."
When it comes to getting work done, Amaresh and Himanshu agree that agile practices are the best approach because they promote innovation. Himanshu adds that a flat organizational structure is helpful, too. Bringing different skills together, it creates a cohesive culture in which the team is constantly testing and working together, fostering a deeper sense of ownership.
At BCBSMA, the CDAO role has been impactful for its customers. By using analytics to uncover a better understanding of their needs, employees can focus on creating more positive customer experiences. Himanshu concludes, “In many cases, the older our customers are, the greater number of medications they need. It becomes very difficult for them to remember when to take which medication, and how. We used pharmacy data, claims data, and consumer behavior data to identify what kinds of members would be suited for a new distribution model that would simplify their experience. Ultimately, we used data to put the customer needs first."
Amaresh and Himanshu are a new breed of analytical professionals that use data to transform businesses. What's your take on this? Connect with Amaresh Tripathy and Himanshu Arora on LinkedIn and start a discussion using #MyAnalyticsChallenge.
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