Statistician, Veterans Experience Office

Location: Washington, DC
As part of the MyVA effort to modernize VA’s culture, processes, and capabilities, VA created the VEO with the mission of building trusted, lifelong relationships with Veterans, their families and supporters. This new office, in close coordination with VA’s Administrations and staff offices, strives to make every contact Veterans and their families have with VA predictable, consistent, and easy, whether in-person, by phone, online or by postal mail.

VEO has three primary roles:
1. Representing the voice and perspective of Veterans and their families in VA departmental governance. Clearly articulating the needs of VA customers and ensuring VA resources are allocated on the basis of the best return to meet those customer needs. Working to integrate and coordinate VA resources across physical and virtual interactions with Veterans to ensure delivery of excellent healthcare and benefit experiences.
2. Designing, implementing, and managing a portfolio of enterprise level, customer-centric projects that will simplify customers’ interactions with VA and help Veterans understand and access care and services provided by VA and their local communities.
3. Supporting VA “mission owners”—those leaders responsible for delivering, day-in and day-out, VA care, services, products to Veterans—in meeting their goals for improving customer experience.

Overview: 
ERPi supports the Veterans Experience Office (VEO) with the mission of building trusted, lifelong relationships with Veterans, their families and supporters. One of the critical elements of VEO is the Measurement and Performance Improvement (M&PI) Office. M&PI views VA’s operational performance from the perspective of its customers and provides accountability of the organization to its customers. M&PI uses quantitative methods that join customer satisfaction, customer insights, and operational data. The methods must be rigorous about the quality and validity of the data as well as use sound statistical analysis and synthesis. ERPi is responsible for:
-    Collecting national customer experience data
-    Identifying performance gaps and improvement opportunities that support agency goals
-    Reporting actionable insights in a roles-based way
-    Coordinating the implementation of pilots and scaling of national performance improvements

Job Responsibilities:
  • Lead the planning, design, and implementation of statistical sampling methodologies for survey distribution, establishing quotas and quarantine rules, impacting nation-wide veteran surveys
  • Use mathematical and statistical modelling to identify, interpret, and project trends in current and new data sources.  Lead implementation of survey non-response adjustments; weighting based on non-response.
  • Lead development and coordination of white papers documenting statistical methodologies utilized; justification documents / artifacts for specific statistical sampling methodology used.
  • Design and implement statistical quality control procedures to validate nation-wide veteran survey strategy meets defined thresholds/quotas.
  • Support Data Analytics team with planning and implementing procedures to synthesize survey feedback into actionable insights (e.g., through supporting the implementation and execution of natural language processing, sentiment analytics, text analytics, and other advanced data analytics techniques).
  • Conduct statistical analysis (e.g., regression, modeling, Bayesian) on data related to the Customer Experience and satisfaction with VA services;
  • Support the integration of disparate data sets based on common data elements using statistical software packages (Python, SPSS, SAS, R, Stata, etc.).
  • Prepare analysis data sets, tables, listings, graphs, and statistical analyses.
  • Identify trends and conduct decision-support analytics to support the development of executive-level data insights;
  • Identify ways to analyze and draw conclusions from imperfect data sources while clearly articulating any assumptions.
  • Collaborate on interpretation and presentation of findings.
  • Support current processes, data management and reporting while also working to identify workflow/system improvements and implement change.
  • Support cross-functional initiatives and internal/external customers at all levels.
  • Provide organizational support to project initiatives (preparing agendas, presentations and reports, coordinating meetings, maintaining records, etc.).
 
Required Skills and Experience:
  • Experience in statistical analysis, quantitative analytics, forecasting/predictive analytics, multivariate testing (A/B testing), and optimization algorithms.
  • Experience working with large datasets using tools like SQL, toad
  • Experience in using statistical modeling and distributed machine learning algorithms on large data sets
  • Experience in text analytics and sentiment-analysis
  • Experience in the use of statistical packages: SAS and R
  • (Desired) Advanced degree in a quantitative discipline (i.e., mathematics, statistics, economics, operations research, etc.) plus 6 years of related experience.


ABOUT ERPi 
ERPi, a service-disabled veteran owned small business specializing in management consulting for the federal government (www.erpi.net).  ERPi is undergoing a period of significant growth and offers talented candidates a chance to perform project management, strategic planning, process improvement, quality management, data analysis, and human capital planning on some of the Federal government’s largest and most complex business challenges. Our work environment is highly entrepreneurial and is staffed with some of the brightest and most capable technical and management consultants in the industry.  ERPi is committed to creating an environment for professional growth and success for our talented professionals, as evidenced by our strong retention rate and average tenure.  ERPi’s compensation and benefits plan is designed to attract and retain the industry’s most capable professionals and executives. We offer tuition reimbursement for selected graduate schools, 401(k) profit sharing, spot awards to recognize exceptional performance immediately, industry-leading health plans, and charitable donation matching, in addition to competitive base salaries.
 
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