Global Insights and Customer Experience Analyst

VSP Vision Care•Cynthian, OH

1d•$105,000 - $165,375

About The Position

Responsible for developing insights from owned and syndicated data that shape the strategy for the organization’s Global Eyewear and Software business. Lead efforts to integrate customer insights, data analytics, and market trends into eyewear and software operations to deliver exceptional customer experiences, enhance operational efficiency, and support the organization’s growth objectives. Collaborate across functions to align customer experience initiatives with business goals, ensuring the eyewear and software business remains a competitive differentiator. Lead and oversee the development of a robust insights ecosystem, leveraging advanced analytics and market research to understand customer needs, behaviors, and expectations. Define and execute a comprehensive strategy for Global Insights and Customer Experience that supports the organization’s eyewear and software business objectives. Design and oversee initiatives to improve the customer journey within the eyewear and software business, focusing on speed, accuracy, and transparency. Ensure alignment between eyewear and software business processes and customer expectations, addressing pain points and fostering seamless engagement. Apply data-driven decision making to identify improvements that elevate the customer experience, increase operational efficiency, and expand revenue and profit. Identify trends that shape the future of how consumers experience the company’s products and services. Actively analyze market trends, customer needs, and competitive landscape to identify opportunities for the company’s future offerings. Partner with GTS (Global Technology Solutions) teams to implement and optimize tools and platforms for real-time data analysis and performance tracking. Partner with VSP Enterprise Marketing teams to deliver initiatives driven by data insights, enhancing customer experiences, and driving revenue growth through tailored marketing campaigns and digital strategies. Partner with Provider Solutions teams to deliver on doctor value that boosts our competitive advantage and proactively addresses trends impacting eye care practices. Utilize proprietary data, syndicated sources, and market research to identify trends, opportunities, and risks that inform strategic decisions. Translate complex data sets into meaningful business insights and recommendations that drive growth and operational efficiency. Partner with internal data owners, analytics teams, and business units to ensure alignment and accuracy of data inputs and outputs. Understand data science tools and methodologies to clearly articulate requirements and guide technical teams on what is needed for analysis. Present findings in a clear, compelling manner to both technical and non-technical audiences, ensuring insights are actionable and aligned with business objectives. Stay informed on emerging data trends, tools, and best practices to enhance analytical capabilities and business impact.

Requirements

Bachelor’s degree in business, Supply Chain Management, Data Analytics or related field, or equivalent experience
8+ years of experience translating complex data science concepts into clear business recommendations
Working knowledge of database systems and data modeling principles
Proficiency with business intelligence (BI) platforms (e.g., Power BI, Tableau)
Strong background and understanding of statistical analysis and data science principles (e.g., machine learning, predictive modeling) using tools such as Python or R.
Experience with Customer Relationship Management (CRM) systems (e.g., Salesforce, Microsoft Dynamics)
Excellent verbal and written communication skills.
Ability to present complex concepts clearly and effectively to various stakeholders.
Prior experience analyzing and applying a broad organizational and business perspective to identify and maintain focus on key drivers of organizational performance.
Strong understanding of market trends/needs, business requirements and balance them successfully.
Ability to work independently and collaboratively in a fast-paced environment.
Demonstrate analytical and strategic problem-solving skills.

Nice To Haves

Awareness of AI-driven technologies (e.g., natural language processing, computer vision)

Responsibilities

Develop insights from owned and syndicated data to shape strategy for Global Eyewear and Software business.
Integrate customer insights, data analytics, and market trends into operations for exceptional customer experiences and growth.
Collaborate across functions to align customer experience initiatives with business goals.
Oversee the development of a robust insights ecosystem using advanced analytics and market research.
Define and execute a comprehensive strategy for Global Insights and Customer Experience.
Design and oversee initiatives to improve the customer journey, focusing on speed, accuracy, and transparency.
Ensure alignment between business processes and customer expectations, addressing pain points.
Apply data-driven decision making to identify improvements in customer experience, operational efficiency, and profitability.
Analyze market trends, customer needs, and competitive landscape to identify opportunities.
Partner with GTS teams to implement and optimize tools for real-time data analysis.
Partner with VSP Enterprise Marketing teams to deliver data-driven initiatives.
Partner with Provider Solutions teams to deliver on doctor value and address trends impacting eye care practices.
Utilize data to identify trends, opportunities, and risks that inform strategic decisions.
Translate complex data sets into meaningful business insights and recommendations.
Partner with internal teams to ensure alignment and accuracy of data.
Articulate requirements and guide technical teams on data analysis needs.
Present findings clearly and compellingly to various audiences.
Stay informed on emerging data trends, tools, and best practices.