Analyst, Customer Insights

About Our Client

The organization operates within the healthcare services industry, focusing on enhancing customer experience through comprehensive data analysis. It addresses the challenge of effectively capturing and utilizing customer feedback to improve service quality and patient satisfaction. By implementing a data-driven Voice of the Customer program, the organization aims to translate feedback into actionable insights that inform decision-making and operational improvements across multiple departments.

About the Opportunity

The Analyst, Customer Insights is responsible for transforming customer feedback into strategic insights that guide improvements in the customer experience. This role supports the Voice of the Customer program by analyzing diverse feedback channels to identify trends and opportunities, delivering actionable recommendations that influence operational teams, clinical stakeholders, and leadership.

Responsibilities

• Interpret customer feedback to identify risks, opportunities, and recommended actions.
• Manage customer feedback workflows, ensuring compliance with regulatory standards.
• Monitor customer experience metrics to detect trends and areas for improvement.
• Conduct advanced analyses, including root cause analysis, to understand drivers of satisfaction.
• Develop dashboards, reports, and presentations tailored to various audiences.
• Collaborate with cross-functional teams to represent the customer perspective.
• Identify and assess customer experience improvement opportunities.
• Evaluate the effectiveness of improvement initiatives and report on outcomes.
• Contribute to the development of program methodologies and tools.
• Ensure compliance with data governance and privacy policies.
• Perform additional duties as assigned.

Requirements

• Bachelor’s degree in business, healthcare, analytics, marketing, psychology, or related field, or equivalent experience.
• Minimum of 3 years analyzing customer feedback across multiple channels.
• Minimum of 3 years applying quantitative and qualitative analysis techniques.
• Experience with customer experience measurement frameworks such as NPS and CSAT.
• Proven ability to synthesize data and communicate insights to stakeholders.
• PREFERRED: Experience using data to support business decisions.
• Commitment to compliance program objectives.
• Strong interpersonal skills for cooperative work environments.

Pay Range and Compensation Package

USD $67,657.00 - USD $81,514.00 per year.

Benefits & Perks

• Health, Dental, and Vision insurance.
• 20 days paid time off.
• 4 weeks paid parental leave.
• 9 paid holidays.
• 401(k) company match up to 5% with no vesting requirement.
• Adoption Assistance Program.
• Flexible Spending Account.
• Educational Assistance Plan and Professional Membership assistance.
• Referral Bonus Program up to $750.

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.