Data Analyst, Product & Omnichannel Analytics

Gainwell Technologies LLC

5d•Remote

About The Position

The Senior Data Analyst owns and leads product health, operational, and omnichannel analytics for internal Gainwell products, including Provider+ and Claims, Encounters, and Financials (CEF). This role serves as a trusted analytics partner across Product, Operations, CX, Engineering, and Executive leadership, translating complex support and operational data into actionable insights. The Senior Analyst drives automation, standardization, and continuous improvement, ensuring leaders have a clear, data‑driven view of product performance, customer experience, and operational risk.

Requirements

5+ years of experience in data analytics, reporting, or operational/product analytics.
Advanced experience delivering Power BI solutions in a production environment.
Strong proficiency in SQL, including complex joins and performance optimization.
Strong experience with Power BI data modeling, Power Query, and DAX.
Proven experience analyzing contact center, CRM, and operational data.
Experience supporting internal products or platforms in a product or service delivery environment.
Experience with Python or scripting for automation and advanced data preparation.

Responsibilities

Lead the design and delivery of Power BI reporting and dashboards that provide a holistic view of product health across contact center, back‑office, and omnichannel operations.
Serve as a subject‑matter expert for contact center and omnichannel analytics, including voice, chat, CRM, and case management data.
Partner with Product, Operations, CX, and Engineering leaders to define key metrics, health indicators, and success measures for Provider+ and CEF.
Analyze support demand drivers, failure demand, repeat contacts, backlog trends, and operational inefficiencies.
Perform advanced trend, root‑cause, and correlation analysis to identify risks, improvement opportunities, and emerging issues.
Design and maintain scalable Power BI data models, optimized datasets, and reusable reporting components.
Drive report automation and optimization, reducing manual effort and improving performance and reliability.
Develop and optimize SQL queries and data workflows supporting analytics solutions.
Translate insights into clear, actionable recommendations for leadership and delivery teams.
Establish and enforce reporting standards, metric definitions, and documentation.
Mentor junior analysts and provide guidance on analytics best practices.
Balance short‑term reporting needs with long‑term analytics strategy.