Consumer Experience Analyst
2 weeks ago
We are seeking a highly skilled Consumer Experience Analyst to join our Consumer Operations Vital and Experience- Hub (COVE). The Consumer Experience Analyst will play a crucial role in the real-time monitoring and analyzing of the health of our consumer experiences throughout consumer digital and service delivery journeys. As a Consumer Experience Analyst, you will be responsible for proactively identifying impacts to our consumers, process improvements, technology monitoring, discuss areas of opportunity with various levels of leadership, deliver presentations, host visitors; including c-suite leaders, vendors, stakeholders, etc. to enhance and improve the overall success of our operations.
Please describe the team the candidate will be working with (number of team members break-down of the team’s skill sets team culture etc.).
The team consists of 8 Consumer Experience Analysts with a variety of backgrounds including experience in UHC contact centers, Medicare Product teams, data file management teams, external consumer experience retail teams, and long-term care delivery. We also are supported by virtual Reporting Analysts and in person Managers and Director.We value learning, open communication, adaptability, humor, and collaboration and we’ve intentionally shaped our culture around these values.The team’s skill sets include coding automations in python, querying large databases in Snowflake, manipulating and analyzing large interaction datasets in Excel, designing engaging data visualizations in excel and PowerPoint to share with stakeholders, and communication skills in person and in writing to engage with leadership.Responsibilities:
Analyze operational data to identify areas for process improvement, cost optimization, and provide insights rooted in enhancing the consumer experience. This data includes NPS trends, consumer verbatims, digital portal interactions, consumer metrics/critical ops metrics.Collaborate with cross-functional teams, including, but not limited to WFM, Consumer Resolution Center (CRC), Product, Claims, Call Ops, IT, Sales, Enrollment, Implementation, and Provider Ops, to identify, discuss, and implement enhancements and/or process improvements.Actively monitor live War Room efforts, CRC trends, thumb on current events, or tech outages that could impact the consumer experience.Monitor and interpret operational reports, dashboards, and performance metrics to track key impacts to the consumer experience and overall performance.Participate in strategic planning and contribute to the development of operational goals and initiatives.Demonstrate readiness to interpret and understand the data in a manner that can be efficiently and effectively presented to senior level leaders.What are the top 5-10 responsibilities for this position: -
Analyze operational data to identify areas for process improvement, cost optimization, and provide insights rooted in enhancing the consumer experience. This data includes NPS trends, consumer verbatims, digital portal interactions, consumer metrics/critical ops metrics.Collaborate with cross-functional teams, including, but not limited to WFM, Consumer Resolution Center (CRC), Product, Claims, Call Ops, IT, Sales, Enrollment, Implementation, and Provider Ops, to identify, discuss, and implement enhancements and/or process improvements.Actively monitor live War Room efforts, CRC trends, thumb on current events, or tech outages that could impact the consumer experience that are displayed on the AV Wall.Monitor and interpret operational reports, dashboards, and performance metrics to track key impacts to the consumer experience and overall performance.Demonstrate readiness to interpret and understand the data in a manner that can be efficiently and effectively presented to senior level leaders.- **Only those lawfully authorized to work in the designated country associated with the position will be considered.**
- **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**
Benefits:
For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.
California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.
Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.
If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.
Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).
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