Customer Experience Analyst

Overview

Focusing on improving our Net Promoter Score for Commercial business. Enterprise analysis has uncovered the initial key areas on which we should be focusing. The key areas have been turned into projects. To start, this position will focus on analyzing data and mapping out customer journeys for claim denials. The position will also be interacting with a customer service project that is using bot technology to automate processes that are manually performed by customer service reps.

Additional claim projects are coming soon. Both projects need someone to really dive into the minutia of what is going on so that we ensure we are solving issues at the major and micro journey levels. We need a self-starter who is passionate about data and creating meaningful connections that drive important decisions. They need to be able to draw insights from data to identify patterns and trends of significance.

The right approach will help us drive the right change for our members and the broader organization. We are looking for someone with equal parts skill and vision.

Desired

Skills:

• Health Insurance background is desired with a focus on claim payment and customer service knowledge
• Structure large data sets to find usable information
• Ability to take data analysis and show the outcomes in pictures (charts, graphs, journey maps, etc.)
• Proficient in using Excel for data analysis (formulas, pivot tables, etc.) (A lot of our data comes to us in Excel sheets)
• Proven track record of turning data into eye-opening revelations
• Proven track record of telling a story with pictures, not so many words
• Proven track record of documenting the Customer Journey based on data analysis and interviews
• Miro experience desired
• Ability to manage multiple deadlines
• Ability to work independently and as a thoughtful group contributor

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.