Experience Optimization Specialist
6 days ago
FuturHealth is a fast-growing startup that's revolutionizing the healthcare industry. We're committed to empowering individuals to take charge of their wellbeing through personalized and holistic approaches.
Job SummaryWe're seeking an Experience Optimization Specialist to join our team. As a key member of our customer experience team, you'll be responsible for driving strategic planning and execution of customer experience initiatives.
Your primary focus will be on analyzing historical data & trends to create short and long term capacity plans. You'll work closely with cross-functional teams to develop and implement customer-centric programs across various touchpoints.
Responsibilities- Capacity Planning & Forecasting: Develop and maintain accurate forecasting models to predict contact center volume across channels (phone, email, chat, social).
- Medical Provider Forecasting: Develop and maintain accurate forecasting models to predict customer volume seeking medical appointments, ordering laboratory tests & fulfilling specific pharmaceutical prescriptions.
- Customer Insights Analysis: Utilize advanced data analytics tools and methodologies to gather, analyze, and interpret customer data.
- 4+ years experience in customer experience, workforce management, operations, insights, analytics, finance or business planning.
- Experience in implementing and utilizing standard and emerging technology to drive quality analytics and insights.
- Experience with business intelligence and data analytics tools such as Metabase, Redash and others.
Estimated salary range: $71,000 - $121,000 per year.
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