Customer Experience Insights Analyst (Voice of Customer)

Job Summary:

The Voice of the Customer Insights Analyst collaborates with the Speech Analytics and Insights Manager to identify and outline deliverables that will improve the experience for our customers (Member & Provider), driving innovation and efficiencies within the call center.

Essential Functions:

    Leverage data to deeply understand a holistic view of the customer journey identifying friction points and recommended enhancements to ensure the Member, Provider and Specialist experience is industry-leading

    Engage new methods, tools and automation for gathering Member, Provider and Specialist sentiment to deliver actionable insights and optimize efficiencies

    AI fluency, including the ability to responsibly leverage generative AI, automation, and analytics tools to enhance insight generation, improve productivity, and support data-informed decision-making

    Turn complex data into compelling visual stories, taking into consideration market-specific nuances, using PowerPoint charts, dashboards and presentations with clear and actionable insights that influence executive decision-making

    Strong reporting capabilities, with demonstrated experience developing dashboards, scorecards, executive summaries, and recurring performance reports that translate data into clear business narratives

    Support the Service Excellence Team in conducting research on industry best practices and benchmarks

    Collaborate with cross-functional teams to ensure that insights are translated into actionable improvement initiatives

    Monitor the effectiveness of implemented solutions and provide feedback for further optimizations

    Continuously ask “why” and explore new ways to approach and solve problems, driving a culture of innovation

    Build and sustain closed-loop feedback processes that drive measurable improvements in satisfaction, retention, and loyalty

    Perform any other job-related instructions as requested

Education and Experience:

    Bachelor of Science degree in Program Management, Business Analysis, or equivalent work experience is required

    Minimum of two (2) years of customer service experience related to healthcare payer dealing with both members and providers is preferred

Competencies, Knowledge and Skills:

    Proficiency in Microsoft Excel, PowerPoint and CoPilot Studio is required

    Critical thinking, creative problem-solving, knowledge and experience with journey mapping and storytelling (personas, journey mapping), strongly preferred

    Experience creating agentic experiences that proactively anticipate user needs, adapt in real time, and deliver personalized healthcare solutions, strongly preferred

    Ability to analyze processes and produce recommendations for improvements is required

    Ability to develop, prioritize and accomplish goals

    Ability to keep current on technologies through self-directed learning

    Excellent written and verbal communication skills

    Strong interpersonal and active listening skills

Licensure and Certification:

    None

Working Conditions:

    Ability to travel as required by the needs of the business