Description

Key Skills: Data Analytics, Business Intelligence, Power BI, SQL, Python, Excel, NPS Analysis, Customer Experience, Statistical Analysis, Project Management

Good to Have Skills: Experience with Tableau, Qlik, R programming, CSAT metrics, Customer Effort analysis, data visualization tools, root cause analysis, survey analysis, dashboard development, and healthcare industry knowledge.

Roles & Responsibilities:

• Review, record and trend feedback from NPS surveys and other customer insights.
• Monitor metrics, dashboards and reports to identify key drivers and opportunities to improve customer experience.
• Deliver reporting and insights to management and key stakeholders, translating feedback to tangible actions.
• Provide recommendations that drive action through effective use of data and customer insight analysis.
• Suggest improvement opportunities and follow up until implementation while measuring impact on customer experience.
• Conduct deep-dive investigations and root cause analysis leading to corrective actions and process improvements.
• Regularly engage with business partners to ensure voice of provider and customer is heard.
• Conduct member outreaches as required following NPS surveys and customer feedback collection.

Experience Required: 5+ years in Data/Business Analytics/Business Intelligence/Data Science roles with experience in managing project management assignments.

Education: Bachelor's degree in a relevant area

Key Skills

Education

Any Graduate