Senior Business Analyst

1 week ago


Long Beach, California, United States Blue Shield of California Full time

Your Role

The Insights team focused on Customer Experience is tasked with overseeing all Operational Key Performance Indicator Reporting and Analysis for the Customer Experience Call Center teams. The Senior Business Analyst will collaborate closely with the Senior Manager of the Insights Team. In this capacity, you will assist the Customer Experience (Member/Broker/Provider) Insights team with their performance reporting and analytical requirements, particularly concerning CE Quality initiatives (MTM/PG enhancement). As a vital member within a shared service framework, this position will play a crucial role in delivering comprehensive process and procedure evaluations along with sophisticated reporting solutions that equip leaders with insights aimed at enhancing operational efficiencies and elevating customer satisfaction.

Your Work

In this position, you will:

Offer analytical assistance through the examination and interpretation of data to support cross-functional business operations. Independently manage intricate projects and assignments that aid the organization in reaching operational objectives. Create, prepare, and scrutinize reports for management assessment, presenting findings to various management levels. Define business requirements and conduct analyses to enhance operational efficiency. Evaluate actual outcomes against planned objectives and forecasts, recommending interventions as necessary. Collaborate with key business leaders and internal stakeholders to pinpoint process improvement opportunities, develop data governance strategies, and automate insightful reports that deliver meaningful analysis. Design, automate, and sustain business operations reporting dashboards as dictated by the needs of business leaders.

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