Sr. Customer Experience Analyst

Reports to: Manager

JOB SUMMARY:
A Senior Customer Experience Analyst, working under limited supervision, supports implementation and continuous improvement of the Customer Experience's team analytics program. Delivers analytic insights by conducting in-depth quantitative analysis supporting strategic business decisions. Focuses on measuring and analyzing customer behaviors across channels and interactions. Works directly with internal business customers.

_Contact_:
Apply online, search for Sr. Customer Experience Analyst.

PRIMARY RESPONSIBILITIES:

• Implements analytics strategy and approach
• Implements repeatable processes and analysis to deliver meaningful and actionable results as it relates to customer behavior, feedback, metrics and segmentation.
• Provides reporting and analytics to support business processes, including accessing data structures and using analytical tools.
• Combines data from the customer data warehouse, operational systems, and channel specific reporting systems to deliver actionable insights. Implements standard metrics and ongoing analytical support processes
• Conducts customer analysis and business forecasting to deliver insightful program analysis using models and tools
• Implements statistically valid and methodologically sound approaches to business problems.
• Publishes and communicates results, ensuring timely and accurate reports are delivered to the teams.
• Delivers cross-channel metrics which identify customer trends and cross business feedback.
• Collaborates with business regarding customer problems and trends.
• Orients, trains and assists more junior level staff
• Provides limited or indirect supervision or leadership responsibility over a group.
• May provide project specific indirect leadership to other analysts within the customer experience department.

• Bachelors Degree in Math, Statistics, Market Research, Economics, Computer Science, Social Sciences or other technical/analytical field.
• Masters Degree preferred
• Minimum five (5)years experience as a Customer Experience Analyst or equivalent demonstrated success in data or business analytics, preferably in a health insurance environment

• Thorough knowledge of Customer Experience and/or Relationship Management theory and practice.
• Advanced proficiency in SAS, SPSS and other analytical tools.
• Advanced proficiency with PC applications (preferably Microsoft) for word processing, spreadsheets, presentation graphics and other related applications.
• Strong analytical and problem solving skills.
• Strong verbal, written and interpersonal communication skills
• Ability to understand and build data relationships prior to performing data analysis.
• Ability to query complex data and utilize advanced analytic techniques to solve business problems.
• Ability to work with Customer Experience leaders to deliver meaningful insights from complex analysis and translate analytical outcomes in business terms.
• Ability to orient, train and assist more junior level staff.

• Performs work in an office environment.
• Flexible to varying schedules as needed.
• Ability and willingness to occasionally travel offsite locally and intrastate as needed.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse and tobacco testing.