Customer Experience Analyst

Village Care • New York, NY

1d • Hybrid

About The Position

The Customer Experience Analyst will help support the Customer Experience program by implementing initiatives that drive Member Experience improvement. Through utilizing data management tools, you'll analyze, measure, and report on Member and Provider measures of satisfaction. Some of your daily activities will include analyzing survey data, creating dashboards and creating reports around multiple lines of business.

Requirements

• Bachelor's degree
• 4+ years of experience in a related role
• Working knowledge of SQL, Tableau, Excel, and Microsoft Office Suite required.

Responsibilities

• Compile, analyze and interpret varied and complex health care data to provide actionable insights
• Analyze survey data and create reports/dashboards to track net promoter score (NPS), customer satisfaction, Disenrollment, Retention, and other key metrics.
• Identify opportunities for improvement across multiple business lines using data-driven evidence from the customer experience program and other business data sources.
• Gather and analyze measurements to identify customer segments, issues, preferences, trends and provides recommendations.
• Interpret data, execute root causes analysis, and contribute to the success of customer experience efforts through reporting and analysis.
• Conduct quality assurance testing

Benefits

• PTO package
• 10 Paid Holidays
• Personal and Sick time
• Medical/Dental/Vision
• HRA/FSA
• Education Reimbursement
• Retirement Savings 403(b)
• Life & Disability
• Commuter Benefits
• Paid Family Leave
• Additional Employee Discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level