Account Experience Analyst, Health Plan
About The Position
The Account Experience Analyst enhances and elevates the overall broker and client experience across all channels, including direct-to-consumer initiatives. Executes and drives support through content creation around proactive communication, education, training and resources that fosters trust, satisfaction and long-term loyalty. Provides tactical insights and project management to support ongoing operational improvements and day-to-day business needs, designed to advance strategic experience initiatives while ensuring seamless collaboration across all cross-functional teams. Familiar with the dynamics of health insurance, including regulatory requirements, ensuring that all insights align with both internal standards and external guidelines. Assists with CRM systems and feedback tools to gather and interpret data into actionable insights. Presents findings and insights to internal teams and leadership to support data-driven decision-making. Contributes to broader strategic projects that enhance overall member engagement and retention. Provides insights that inform decision-making and align with the company's mission and goals. Shares data findings and recommendations to both technical and non-technical stakeholders. Works with cross-functional teams to drive initiatives that enhance overall engagement and experience. Identifies process improvements and supporting strategic decisions that optimize satisfaction. Some travel may be required. Other duties as assigned.
Requirements
- An associate degree in a business or related field is required.
- A minimum of 2 years of experience required in customer experience management, preferably within the health insurance or healthcare industry.
Nice To Haves
- A bachelor’s degree in business or related field and/or work experience equivalent is preferred.
- Foundational knowledge of account management and customer experience principles preferred.
- Familiarity with healthcare regulations and compliance standards related to insurance sales and retention efforts preferred.
Responsibilities
- Enhances and elevates the overall broker and client experience across all channels.
- Executes and drives support through content creation around proactive communication, education, training and resources.
- Provides tactical insights and project management to support ongoing operational improvements and day-to-day business needs.
- Assists with CRM systems and feedback tools to gather and interpret data into actionable insights.
- Presents findings and insights to internal teams and leadership.
- Contributes to broader strategic projects that enhance overall member engagement and retention.
- Provides insights that inform decision-making and align with the company's mission and goals.
- Shares data findings and recommendations to both technical and non-technical stakeholders.
- Works with cross-functional teams to drive initiatives that enhance overall engagement and experience.
- Identifies process improvements and supporting strategic decisions that optimize satisfaction.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
