Customer Experience Analytics Manager

Unified Women's Healthcare

12d

About The Position

Unified is a nationwide community of providers, operations specialists and thought leaders who look for the greatest opportunities to impact every woman’s health, at every stage of their journeys. We are unparalleled in our scale and ability to adapt to address unmet and underserved needs. Through 815+ clinics, 23 IVF labs, nationwide telehealth capabilities and targeted case management, our 2,700+ independent, affiliated providers deliver comprehensive women’s health services and continuously work to implement methods and develop techniques or platforms that improve the healthcare experience. We remain focused on enabling the discovery of new ways for our affiliated providers to deliver the high-quality care experience women deserve, in the ways they most wish to receive it, and collaborate across our community to make our vision a reality. The Customer Experience Analytics Manager is responsible for understanding, building, and optimizing how we measure customer engagement across the entire lifecycle—from initial outreach through long-term retention. This role is ideal for a Salesforce Marketing Cloud super user with a strong track record of defining meaningful engagement metrics and turning them into actionable insights.

Requirements

5+ years of experience in customer experience, lifecycle marketing, or marketing analytics roles with a strong focus on engagement measurement.
Hands-on expertise with Salesforce Marketing Cloud, including building and analyzing campaign and journey performance.
Proven experience defining and tracking engagement KPIs (e.g., open/click rates, conversion, retention, lifecycle progression).
Strong analytical skills with the ability to interpret engagement data and uncover meaningful insights.
Advanced Excel skills and experience working with dashboards or reporting tools.
Ability to translate data into clear, actionable recommendations for non-technical stakeholders.
Strong communication and storytelling skills with a focus on business impact.

Nice To Haves

Experience building engagement frameworks or KPIs from the ground up.
Background in healthcare, SaaS, or multi-location service organizations.
Familiarity with customer segmentation, digital marketing, and retention strategies.
Experience with customer feedback tools and integrating qualitative insights with behavioral data.
Salesforce certifications or demonstrated experience as a Marketing Cloud power user.

Responsibilities

Define & Own Engagement Metrics
Develop, standardize, and continuously refine key customer engagement metrics (e.g., email engagement, journey progression, conversion, retention, re-engagement).
Measure Customer Journey Performance
Track and analyze how customers interact across marketing campaigns, journeys, and service touchpoints, identifying what drives engagement and where drop-off occurs.
Lead Salesforce Marketing Cloud Reporting
Build and manage dashboards that clearly show engagement performance across campaigns, journeys, and audiences—turning complex data into easy-to-understand insights.
Evaluate Campaign Effectiveness
Assess how marketing efforts influence customer behavior, including engagement rates, repeat interactions, and long-term retention.
Turn Data into Actionable Insights
Identify trends and patterns in engagement data and translate them into recommendations that improve campaign performance and customer experience.
Voice of the Customer Integration
Combine behavioral data with customer feedback (NPS, surveys, reviews) to understand not just what customers are doing—but why.
Ensure Data Integrity for Measurement
Partner with teams to ensure data is structured and captured correctly so engagement metrics are accurate, consistent, and reliable.
Collaborate Cross-Functionally
Work closely with Marketing, Operations, IT and leadership to align on what success looks like and ensure engagement metrics drive real business outcomes.

Benefits

Health Coverage
Medical, dental, and vision plans, fertility benefits, and supplemental insurance options.
Paid Time Off
Vacation, personal days, and paid holidays to help you recharge.
Financial & Retirement Planning
401(k) with employer contribution, plus Flexible Spending Accounts (FSAs) and Health Savings Accounts (HSAs).
Income Protection
Short- and long-term disability, paid parental leave, basic life insurance, and optional additional coverage.
Wellbeing Support
Employee Assistance Program, commuter benefits, pet insurance, and identity theft protection.
Professional Development
Opportunities and resources to support your career growth.