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Sr. Customer Experience Analyst

          

Supports implementation and continuous improvement of the Customer Experience team analytics program; deliver analytic insights by conducting in-depth quantitative analysis supporting strategic business decisions.

Medical Mutual Company: Medical Mutual
Location: Cleveland, OH
Web: www.medmutual.com

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.
QUALIFICATIONS:
Education and Experience:
  • 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
Knowledge, Skills and Abilities:
  • 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.
PHYSICAL DEMANDS/WORK ENVIRONMENT:
  • Performs work in an office environment.
  • Flexible to varying schedules as needed.
  • Ability and willingness to occasionally travel offsite locally and intrastate as needed.
_Contact_:
Apply online, search for Sr. Customer Experience Analyst.

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.


KDnuggets Home :: Jobs :: MedMutual: Sr. Customer Experience Analyst  ( < Prev | 12:n20 | Next > )

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