Lead Insights Analyst, Customer Insights
About The Position
We’re looking for an experienced Lead Customer Insights Analyst for the Business Operations team who is passionate about improving the landscape for mental healthcare. You will be responsible for working with Operations and Cross-Functional Leadership to drive improvements in the end-to-end, holistic customer experience across Grow Therapy touchpoints. You will surface, size, and prioritize opportunities that meaningfully improve customer satisfaction & business outcomes – including client/provider sentiment, touchpoint satisfaction, and operational excellence. You will approach Insights projects both creatively and analytically, using different tools in your toolkit to help decision-makers understand the current state, pain points, and actionable solutions. You should have intermediate SQL skills, able to combine operational data across multiple sources to paint a full picture of the available data about customers. You should also have a strong skillset in building presentations, visualizing data, and synthesizing insights across different sources to drive alignment & action towards solutions. A “nice-to-have” is if you have some experience working with survey data, including dashboarding longitudinal survey data. Some projects will also involve process/journey mapping, stakeholder ideation & design thinking workshop facilitation, survey methodology, or conducting primary research with customers; you ideally either have experience/exposure in some of these skills, or are a quick learner with a keen interest in this type of work. This is an ideal role for candidates who either have a background in quantitative UX research & insights (with a strong SQL skillset) or a background in data analytics with strong presentation & communication skills (interested in pivoting to an insights role).
Requirements
- 4+ years of experience in an analytical role, with intermediate SQL and some experience with dashboarding software
- Healthcare experience in either the patient, provider, or payor spaces
- Experience working with projects that use data to drive improvements in customer experiences
- Love building presentations & data visualizations – telling both the customer story and the business impact
Nice To Haves
- Some experience working with survey data, including dashboarding longitudinal survey data.
- Some projects will also involve process/journey mapping, stakeholder ideation & design thinking workshop facilitation, survey methodology, or conducting primary research with customers; you ideally either have experience/exposure in some of these skills, or are a quick learner with a keen interest in this type of work.
Responsibilities
- Analyzing customer sentiment data collected from internal users & external audiences to identify pain points & opportunities
- Pulling internal data across different data sources to size impact on KPIs
- Creating presentations that combine quantitative findings with qualitative insights
- Working with various Business Operations stakeholders on identifying key questions, translating to a project plan, and sharing back findings & recommendations
Benefits
- Comprehensive Health Coverage: Medical, dental, and vision insurance, plus life and disability coverage.
- Parental Leave & Family Support: Up to 18 weeks paid leave and a new child stipend.
- Financial Wellness: 401(k) program and equity opportunities.
- Meals & Home Office Support: Stipends for home office setup and ongoing funds for meals, with tailored perks for both remote and in-office employees.
- Time Off to Recharge: Flexible PTO, 12 paid holidays, and a full winter break week.
- Wellness & Development: Annual stipends to put towards personal & professional growth.
- Mental & Physical Health Support: No-cost access to therapy through the Grow platform, weekly flexible hours for self-care (“Mental Health Mornings/Afternoons”) and memberships to leading wellness apps (such as One Medical, Headspace, and Talkspace).
- Extra Perks: Pet insurance discounts, commuter benefits, and global travel assistance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
