Principal Business Analyst

2 weeks ago


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

Your Role

The Insights team within Customer Experience is tasked with overseeing all Operational Key Performance Indicator Reporting and Analysis for the Customer Experience Call Center divisions. 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 in their performance reporting and analytical requirements, particularly focusing on CE Quality initiatives (MTM/PG enhancement). As a vital member of a shared service framework, this position will play a crucial role in delivering comprehensive process and procedure evaluations, alongside sophisticated reporting solutions that furnish leadership with insights aimed at enhancing operational efficiencies and elevating customer satisfaction.

Your Responsibilities

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 contribute to the organization’s operational objectives. Create, prepare, and analyze reports for managerial review, presenting findings to various management levels. Identify business requirements and conduct analyses to enhance operational efficiency. Evaluate actual outcomes against plans and forecasts, recommending interventions as necessary. Collaborate with key business leaders and internal stakeholders to pinpoint process improvement opportunities, formulate data governance strategies, and automate insightful reports that yield meaningful analysis. Design, automate, and sustain business operations reporting dashboards as dictated by the needs of business leaders.

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