Bob Harris
About Bob Harris
Bob Harris serves as the Director of Market & Consumer Insights at Cambia Health Solutions, where he has worked since 2006. He has a strong background in health administration and has significantly improved consumer satisfaction metrics and departmental efficiencies throughout his career.
Work at Cambia Health Solutions
Bob Harris has served as the Director of Market & Consumer Insights at Cambia Health Solutions since 2006. In this role, he has focused on enhancing consumer satisfaction and organizational processes through metrics and analytics. He has managed a department budget of $2.7 million annually, overseeing various initiatives aimed at improving the consumer experience. His efforts have led to significant improvements in Net Promoter Score (NPS) performance, achieving a 79% increase. Harris has implemented models of the consumer experience ecosystem, providing analyses of performance drivers to inform strategic decisions.
Previous Experience in Healthcare
Before joining Cambia Health Solutions, Bob Harris worked at Providence Health & Services as a Quality Management Analyst from 1996 to 1997. He also held the position of Corporate Research Manager at Regence BlueCross BlueShield from 1998 to 2006. During his tenure at Regence, he led digital user experience analyses that resulted in a 52% reduction in customer service contacts by addressing experience issues. His extensive experience in healthcare analytics has contributed to his expertise in understanding market dynamics and consumer needs.
Education and Expertise
Bob Harris studied at Lewis & Clark College, where he earned a Bachelor of Arts in Political Science from 1986 to 1990. He furthered his education at Portland State University, obtaining a Master of Public Administration with a focus on Health Administration from 1994 to 1995. His academic background has provided him with a solid foundation in health policy and administration, which he applies in his current role to drive consumer insights and market strategies.
Achievements in Market Insights
Throughout his career, Bob Harris has achieved notable outcomes in market insights and consumer analytics. He developed pricing and product feature optimization strategies for 14 products, including three major product line introductions. He also created multi-dimensional views of the consumer by integrating proprietary research, digital interaction insights, and third-party consumer data. His implementation of proprietary online research communities has reduced project time by 17%, enhancing connections with consumers and stakeholders.
Leadership and Staff Development
Bob Harris has demonstrated a commitment to leadership and staff development in his roles. He invested in the professional growth of his team, resulting in seven team members advancing in their careers or moving into management roles within two years. Additionally, he re-aligned the marketing strategy group with organizational functions, which improved business partner satisfaction and shifted the focus from tactical implementation to strategic development.