Customer Experience Analytics Manager

Unified Women's Healthcare is a nationwide community focused on improving women's health through various services. The Customer Experience Analytics Manager will lead the analysis and reporting of the customer journey, utilizing Salesforce and advanced analytics to enhance customer satisfaction and retention.

Responsibilities:

• Own Customer Journey Analytics: Map, measure, and optimize the end-to-end customer experience across marketing, sales, onboarding, and service touchpoints
• Develop Salesforce Dashboards: Build and maintain robust Salesforce reports and dashboards for visibility into lead quality, conversion rates, NPS, retention, and churn trends
• Integrate Data Sources: Connect data across Salesforce, marketing automation platforms (Salesforce, Constant Contact), service platforms (SFDC Service Center), and web analytics (Mixpanel), electronic medical record systems (Athena) for a unified customer view
• Voice of the Customer Reporting: Analyze qualitative and quantitative data (e.g., surveys, NPS, reviews) to identify patterns in satisfaction, friction points, and advocacy
• Campaign & Experience ROI: Evaluate how marketing and engagement programs influence customer satisfaction, retention, and bookings
• Build Predictive Models: Partner with Analytics and IT to forecast churn, lifetime value (LTV), and customer health scores
• Champion Data Quality: Ensure accuracy and consistency in Salesforce customer data, lead attribution, and funnel tracking
• Collaborate Cross-Functionally: Work closely with Marketing, IT, Clinical Operations and Market Leaders to turn insights into action that enhances CX outcomes

Requirements:

• 5+ years in Customer Experience Analytics, Marketing Analytics, or CRM Reporting
• Advanced proficiency with Salesforce (reports, dashboards, campaign attribution, opportunity lifecycle, Service, Health, Marketing Cloud data)
• Experience analyzing customer journey metrics—from acquisition and onboarding through retention and loyalty
• Skilled in SQL, Excel, and one or more BI platforms (Power BI or Salesforce CRM Analytics)
• Familiarity with marketing automation tools (e.g., SFDC Journey Builder, Marketo, HubSpot) and customer feedback platforms (e.g., Qualtrics, Medallia, Delighted)
• Strong business acumen—able to translate complex data into insights that drive tangible improvements in customer satisfaction and retention
• Excellent communication and data storytelling skills for both technical and executive audiences
• Experience in healthcare, SaaS, or multi-location service organizations
• Familiarity with customer segmentation, LTV analysis, and churn prediction
• Experience working with data warehouses (Snowflake) or customer data platforms (CDPs)
• Salesforce Administrator, Analyst preferred