Principal Business Intelligence Analyst - Member Service Operations

Devoted Health is on a mission to improve the health and well-being of older Americans by providing integrated healthcare solutions. The Principal Business Intelligence Analyst will partner with Member Service Operations leadership to translate complex data into actionable strategies, ensuring data integrity and reporting consistency while collaborating across various teams.

Responsibilities:

• Use your healthcare and call center operations knowledge and experience to proactively identify unexpected changes in data and investigate root causes by analyzing trends and underlying factors. Curiosity drives you. You enjoy testing theories and are relentlessly looking for the “why” behind observations
• Turn insights into actions. You will not only analyze data but also transform your findings into clear recommendations for strategic adjustments, workflow improvements, and smarter investments for various audiences
• Design, build, and own the development and communication of KPIs for the Member Service Operations teams, enabling those teams to make real time performance adjustments and strategy pivots as well as long term technical and process investments to achieve our goals
• Simplify metric definitions and tools while advocating for data governance and creating a trustworthy reporting layer in Looker. Implement effective analytical strategies through dashboards and additional tools for proactive monitoring
• Share findings and their limitations with leaders and teams that have mixed technical backgrounds
• Collaborate with Product, Data Science, and Engineering teams to define requirements for supporting data warehousing systems in Snowflake or our internal operating platform
• Designing data structures and tools that will scale as our company continues its adoption of LLM based analysis, including conversational analytics

Requirements:

• Experience coupled with a willingness to learn new things
• Comfort with uncertainty and a desire to be close to business problems
• Desire to contribute individually and in team settings
• Experience partnering with leaders to define and execute technical projects, seeing work through from ideation to implementation and impact
• Strong understanding of many technologies in use today and excited to add new LLM tools to that list
• Proven ability to thrive in a fast-paced startup environment
• Collaborative and empathetic communication with business leaders throughout the organization
• Expert at explaining technical concepts to both technical and non-technical audiences
• Self-starter who can work across functions, plan and prioritize independently, and actively participate in discussions
• 5+ years of experience writing advanced SQL, developing metrics, building operating dashboards and performing ad hoc analyses
• 5+ years of experience developing in a BI tool (preferably Looker)
• 3+ years of experience working in healthcare, call center operations, or workforce management
• Familiarity using LLM coding features within an IDE (Github Copilot, OpenAI Codex, Claude Code)
• At least 3 years in management consulting, product management, or another strategic role translating technical problems for executive-level audiences
• Experience with a Medicare Advantage plan working with customer interactions data