Customer Insights Analyst

Role Overview

• Exercise independent judgement to interpret customer insights, identify risks and opportunities, and recommend strategic and operational actions related to feedback received from VoC sources, including client and patient surveys, complaints/grievances, social media/online reviews, and other ad hoc feedback channels.
• Manage and operationalize customer feedback workflows, including categorization, prioritization, routing, and development of customer-facing communications (e.g., grievance responses), in alignment with regulatory and compliance standards.
• Monitor and evaluate customer experience metrics and indicators to identify trends, risks, and opportunities requiring action.
• Conduct advanced analysis, including root cause analysis, to identify trends, correlations, drivers of satisfaction and dissatisfaction, and changes in customer sentiment across channels.
• Translate quantitative and qualitative analysis into actionable insights and recommendations that influence strategic and operational decision-making.
• Develop and deliver insights through dashboards, reports, and presentations tailored to diverse audiences, including operational teams, clinical stakeholders, product partners, and executive leadership.
• Partner with and influence cross-functional stakeholders by representing the voice of the customer in discussions and driving alignment through data-backed insights.
• Identify and evaluate customer experience improvement opportunities by connecting insights to operational, process, and service impacts, and contributing to scenario planning and decision support.
• Assess and report on the effectiveness of cross-functional customer experience improvement initiatives and outcomes, connecting survey findings, market insights, improvement strategies, and implemented results to provide a holistic view of customer experience progress – informing future strategy and prioritization.
• Contribute to advancement of VoC program methodologies, tools, and frameworks, including tagging structures, reporting approaches, journey mapping, and integration of market research and competitive benchmarking insights.
• Ensure adherence to compliance, data governance, and organizational policies related to customer data, privacy, and feedback handling.
• Other duties as assigned.

Requirements

• Bachelor’s degree in business, healthcare, analytics, marketing, psychology, or a related field, or equivalent work experience, required.
• 3+ years of experience analyzing customer feedback across multiple channels (e.g., surveys, complaints, reviews) to identify trends, risks, and opportunities for improvement required.
• 3+ years of experience applying quantitative and qualitative analysis techniques to interpret data and generate actionable insights required.
• 3+ years of experience working with customer experience measurement frameworks and metrics, such as Net Promoter Score (NPS), customer satisfaction (CSAT/OSAT), or similar indicators required.
• 3 years of experience synthesizing data and communicating findings through reports, dashboards, or presentations to stakeholders required.
• Experience using data and insights to inform business decisions or improvement initiatives preferred.
• Participate in, adhere to, and support compliance program objectives.
• The ability to consistently interact cooperatively and respectfully with other employees.

Benefits

• Top of the industry benefits for Health, Dental, and Vision insurance
• 20 days paid time off
• 4 weeks paid parental leave
• 9 paid holidays
• 401K company match of up to 5%
• No vesting requirement
• Adoption Assistance Program
• Flexible Spending Account
• Educational Assistance Plan and Professional Membership assistance
• Referral Bonus Program – up to $750!