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Senior Business Insights Analyst

2 months ago

Oakland, California, United States Blue Shield Of California Full time
Job Overview

Your Role

The Insights team dedicated to Customer Experience is accountable for all Operational Key Performance Indicator Reporting and Analysis for the Customer Experience Call Center teams. The Senior Business Insights 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 data analytics requirements, particularly focusing on 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 analysis alongside sophisticated reporting solutions that equip leaders with insights aimed at enhancing operational efficiencies and elevating customer satisfaction.

Your Responsibilities

In this position, you will:
  • Offer analytical support through the examination and interpretation of data to bolster 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 review, presenting findings to various management levels.
  • Define business requirements and conduct analyses to boost operational efficiency.
  • Evaluate actual outcomes against plans and forecasts, recommending interventions as necessary.
  • Assist key business leaders and internal stakeholders in identifying opportunities for process enhancements, developing data governance strategies, and automating insightful reports that yield meaningful analysis.
  • Design, automate, and sustain business operations reporting dashboards as required by business leaders.
Qualifications

Your Expertise and Experience
  • A bachelor's degree or equivalent experience is required.
  • A minimum of 5 years of relevant experience is necessary.
  • Experience in Tableau Desktop for Data Visualization and Dashboard development is essential.
  • Prior knowledge of programming with applications such as Microsoft SQL, Python, etc., is highly desirable.
  • Experience in Call Center data analysis and operational support is preferred.
  • A proven history of implementing solution-oriented and transformational reporting that enhances operational efficiencies.
  • A strong record of cross-functional collaboration and teamwork to achieve strategic goals.
Compensation Range:

The compensation range for this position is: $77,990.00 to $116,930.00 for California.

About the Team

Blue Shield of California is committed to ensuring that all Californians have access to high-quality healthcare at a sustainably affordable price. We are dedicated to transforming healthcare in a manner that genuinely serves our nonprofit mission by reducing costs, improving quality, and enhancing the member and physician experience. To achieve our mission, we must foster a diverse, equitable, and inclusive environment where all employees can be their authentic selves and fully contribute to meet the needs of the diverse communities we serve. Our ongoing commitment to diversity, equity, and inclusion reflects our values and advances our goal of creating a healthcare system that is worthy of our family and friends while addressing health disparities, promoting social justice, and integrating health equity through our products, business practices, and corporate citizenship.