• You have 2+ years working in a data analysis role.
• Excel expertise and fluency in SQL required— you can write queries and work with multiple tables. 
• Demonstrated ability to analyze unstructured data and extract insights to provide business recommendations.
• Experience with BI tools (Looker preferred, but not required), and extensive understanding and experience with CRM tools. Experience with Zendesk, Salesforce, and/or Marketo a huge plus.
• You enjoy problem-solving and are proficient at using data to diagnose obstacles to team efficiency and effectiveness
• You are a strong communicator who can translate data into clear dashboards and visualizations for stakeholders
• You have cultural humility, can build relationships across differences, and have excellent interpersonal communication skills.
• Customer obsessed and advocates the voice of the customer; high level of empathy for our providers and their clients
• You have a deep passion for our mission and the future of mental health
• Experience working at a startup, fast-paced work environment is a plus

• Work closely with the Business Intelligence Manager and Director, Customer Experience to analyze CX team metrics and quantify outcomes of new training and support initiatives
• Create reports and dashboards in Zendesk Explore, Looker, and Excel 
• Monitor themes in inbound support tickets and regularly report out trends to the CX, Product, and Lifecycle & Product Marketing Teams 
• Use CX team response time and contact rate data to identify pain points and enable strategic prioritization of resource development
• Collaborate with members of the Success and Lifecycle & Product Marketing teams to contextualize support data within a larger picture of end-to-end member experience
• Make recommendations based on data trends so that the CX team can plan proactively rather than reactively to meet provider needs

• We’re a remote-first company 
• Health insurance plans through Cigna (medical and dental) and MetLife (vision), including FSA & HSA plans
• 401k plan (Roth and traditional)
• Free Alma platform access 
• Monthly therapy and wellness stipends
• Monthly co-working space membership stipend
• Monthly work-from-home stipend to power your wifi, lunches, coffee, etc 
• Pet discount program through United Pet Care 
• Financial perks and rewards through BenefitHub
• Free EAP access through LifeWorks 
• One-time home office stipend to set up your home office
• Comprehensive parental leave plans 
• 9 paid holidays, 1 Alma Mental Health Day, and 1 Alma Volunteering Day
• Unlimited PTO

As Alma grows and as the needs of our members become more complex, the Customer Experience (CX) Team’s capacity to provide excellent support depends on our ability to analyze trends, predict pain points, and develop strategies to improve internal processes. 
As a Business Intelligence Analyst on the Customer Experience team, you will play a vital role in tracking support requests and identifying areas to prioritize resources, improve our operations, and design product innovations. You will also follow internal data points (such as ticket response time) to recognize bottlenecks where we can improve team processes. You will be responsible for cleaning up dirty data and generating regular reports to demonstrate trends and changes in CX data over time.