Voice of the Customer Insights Analyst
About The Position
The Voice of the Customer (VOC) Insights Analyst collaborates with leadership to identify and outline deliverables that improve the experience for Members and Providers while driving innovation and efficiencies within the call center. The role uses Microsoft Copilot, Power Platform, and AI-enabled productivity tools to automate processes, enhance customer insights, improve reporting efficiency, and inform strategic business decisions. It applies responsible AI practices, prompt engineering, and conversational design to develop scalable, user-centered solutions, and designs, builds, and maintains conversational AI solutions in Microsoft Copilot Studio. The analyst transforms complex data into visual stories and actionable business narratives through dashboards, scorecards, executive summaries, presentations, and recurring performance reports. The role supports industry research and benchmarking, uses speech and interaction analytics to identify call drivers and customer sentiment, and integrates Member and Provider feedback into operational, process, and strategic improvements. Working across teams, the analyst helps implement and monitor improvement initiatives, optimize solutions, and sustain closed-loop feedback processes aimed at improving satisfaction, retention, and loyalty.
Requirements
- Bachelor's degree in Program Management, Business Analysis, or a related field; equivalent years of relevant work experience may be accepted in lieu of the required education.
- Two years of customer service experience related to a healthcare payer, dealing with both Members and Providers.
- Proficiency in Microsoft Excel and PowerPoint.
- Ability to analyze processes and produce recommendations for improvements.
- Ability to develop, prioritize, and accomplish goals.
- Ability to keep current on technologies through self-directed learning.
- Excellent written and verbal communication skills.
- Strong interpersonal and active listening skills.
Nice To Haves
- Critical thinking, creative problem-solving, and knowledge and experience with journey mapping and storytelling, including personas and journey mapping.
- Familiarity with creating agentic experiences that proactively anticipate user needs, adapt in real time, and deliver personalized healthcare solutions.
Responsibilities
- Use Microsoft Copilot, Power Platform, and AI-enabled productivity tools to automate processes, enhance customer insights, improve reporting efficiency, and support strategic business decisions.
- Apply responsible AI practices, prompt engineering, and conversational design principles to develop scalable, user-centered solutions that enhance the Member, Provider, and Specialist experience.
- Design, build, and maintain conversational AI solutions using Microsoft Copilot Studio, including custom copilots, topics, generative responses, and workflow integrations.
- Create visual stories from complex data, accounting for market-specific nuances, and present clear, actionable insights using PowerPoint charts, dashboards, and presentations.
- Develop dashboards, scorecards, executive summaries, and recurring performance reports that translate data into business narratives.
- Support the Service Excellence Team in researching industry best practices and benchmarks.
- Use speech and interaction analytics to identify call drivers, behavioral trends, Member and Provider sentiment, and opportunities to reduce contacts.
- Identify key drivers of Member and Provider experiences and integrate customer feedback into operational, process, and strategic improvements.
- Collaborate with cross-functional teams to translate insights into actionable improvement initiatives.
- Monitor implemented solutions and provide feedback for further optimization.
- Explore new ways to approach and solve problems, supporting a culture of innovation.
- Build and sustain closed-loop feedback processes to drive measurable improvements in satisfaction, retention, and loyalty.
- Perform other job-related duties as requested.
Benefits
- May qualify for a bonus tied to company and individual performance.
- Substantial and comprehensive total rewards package focused on employee well-being.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
