Business Analyst Constultant

Ear Professionals Group is dedicated to connecting hearing providers with patients through trusted programs. They are seeking a remote Business Analyst Consultant to help build and launch their new Voice of the Customer (VOC) program, focusing on the implementation of the Qualtrics XM Discover platform and maintaining machine learning models for member feedback analysis.

Responsibilities:

• Assist in the development and implementation of VOC strategy concerning, but not limited to: Overall analysis, measurement, and insights delivery, NLP modeling and query building, Dashboarding functionality and presentation, Stakeholder Relationship Management, Ad-Hoc Reporting, Self-Service Reporting through Dashboard Utilization, Identification and prioritization of existing and future sources of member feedback, Selection and utilization of VOC tools
• Collaborate with business partners and stakeholders to design and deliver VOC solutions including modeling, analysis and reporting
• Support the management of our relationships with vendor partners
• Serve as a key resource on complex and/or critical VOC issues

Requirements:

• Bachelor's degree or higher
• 3+ years of experience in one or more of the following areas: Data analysis, Reporting / business intelligence, Statistical modeling, Business analysis, Customer surveys, Call Center reporting
• Advanced level of proficiency with MS Excel
• Excellent verbal and written communication and presentation skills
• Experience in developing program plans and roadmaps
• Ability to problem solve including multiple priorities and research conflicting and/or inaccurate data
• Degree in Business, Marketing, Communications, Finance, Math, Health Administration or related field
• Direct healthcare experience with a focus on Hearing Health
• Strong critical thinking skills including problem solving, decision making and analysis
• Exhibits a high degree of ingenuity, creativity and resourcefulness and works well with ambiguity
• Prior experience working with customer feedback including, but not limited to, survey data
• Prior experience using call center data and reporting
• 3+ years in a Consumer Experience (CX) role creating insights and influencing decision makers
• Net Promoter System certified or experience working with a NPS system
• Prior experience using natural language processing technology and/or machine learning algorithms to perform analysis
• Demonstrated ability to interact with and influence all levels of an organization, regardless of direct authority. Success working closely with executive leadership
• Experience working with virtual teammates and stakeholders
• Experience in building models, rubrics or dashboards in XM Discover