Sr. VoC Data Analyst

Point32Health • Canton, MA

23h • Hybrid

About The Position

Point32Health is a leading not-for-profit health and well-being organization dedicated to delivering high-quality, affordable healthcare, serving nearly 2 million members. The organization builds on the legacy of Harvard Pilgrim Health Care and Tufts Health Plan, focusing on access to care and empowering healthier lives. Its culture is centered around being a community of care with shared values, a long-standing commitment to inclusion, and equal healthcare access and outcomes. Point32Health values the diverse backgrounds, perspectives, and experiences of its colleagues to provide empathetic service and better understand community needs. The Senior Voice of the Customer (VoC) Analyst plays a pivotal role in advancing the customer experience strategy by serving as the technical lead of the VoC program. This position involves transforming complex data into actionable insights, designing and managing data pipelines, integrating diverse data sources, and delivering high-impact dashboards and reports that inform strategic decision-making. The role requires a blend of technical expertise, analytical thinking, and storytelling to effectively elevate the voice of the customer across the organization.

Requirements

• Bachelor’s degree in a related field or equivalent experience.
• 5-7 years of professional experience.
• Exceptional written communication skills, with experience in summarizing data, documenting processes, and clearly conveying insights to both technical and non-technical audiences.
• Strong understanding of data warehousing concepts and data integration techniques.
• Proven ability to manage large, complex datasets from multiple sources, including structured and unstructured data.
• Skilled in data visualization and storytelling, with the ability to translate complex findings into clear, action-oriented insights.
• Hands-on experience with internal databases and external VoC platforms (e.g., InMoment, Forsta+,, Qualtrics, Medallia)
• Strong project management skills, with the ability to manage multiple fast-paced initiatives simultaneously, often under tight deadlines.
• Proficiency in the full Microsoft Office Suite (Word, Excel, PowerPoint, etc.).
• Working knowledge in executing the various phases of primary research, including study design, fieldwork, data processing, analysis, insight generation, and reporting.

Nice To Haves

• Master’s degree in business, computer science, finance, economics, psychology, statistics, or related field / coursework.
• 3-5 years in dedicated business analyst or data analyst role.
• Preferably 2-3 years of VoC experience.
• Preferred experience with digital feedback tools, including implementation and management, and a working knowledge of web and app development processes and effective collaboration with technical teams.
• Technical proficiency in tools and languages such as Alteryx, Tableau, PowerBI, SPSS and programming languages (JavaScript, Python, HTML, SQL, SAS, etc.)

Responsibilities

• Design and maintain robust data pipelines to source, clean, and structure large volumes of structured and unstructured data from various internal and external databases and platforms, delivering curated analytic datasets, insightful visualizations, and scalable solutions that support VoC and CX initiatives.
• Lead the evolution of VoC dashboards by integrating diverse data sources and applying advanced data visualization techniques. Deliver interactive dashboards and strategic content such as scorecards, business reviews, and leadership presentations that translate customer insights into meaningful business outcomes.
• Collaborate with the strategic VoC to lead to design and implement effective data collection and research methodologies that support the execution and continuous improvement of the VoC program. Deliver regular insight briefs and feedback reports that synthesize key themes and performance metrics for CX and business leaders.
• Partner with stakeholders to identify data-driven opportunities that enhance customer experience and drive measurable business impact.
• Lead and execute a mix of quantitative and qualitative primary research initiatives. This role may expand to include the development and management of the digital VoC program.
• Contribute to other duties and special projects as assigned, supporting the broader goals of the CX, VoC, and Digital teams.

Benefits

• Medical, dental and vision coverage
• Retirement plans
• Paid time off
• Employer-paid life and disability insurance with additional buy-up coverage options
• Tuition program
• Well-being benefits
• Full suite of benefits to support career development, individual & family health, and financial health

What This Job Offers

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