Voice of the Customer Insights Analyst
Core
Analyze customer feedback and call center data to drive operational improvements and strategic decisions for healthcare members and providers.
Role type
Senior IC Voice of the Customer Insights Analyst
Builds
Dashboards, scorecards, executive summaries, and closed-loop feedback processes
Domain
Healthcare payer operations and customer experience
Deliverable
dashboards & analysis
Required skills
Data analysis, Journey mapping, Storytelling, Process improvement, Microsoft Excel, Microsoft PowerPoint, Speech analytics, Critical thinking
Preferred skills
Prompt engineering, Conversational design, Agentic experience design
Technologies
Microsoft Copilot, Power Platform, Microsoft Copilot Studio
Responsibilities
Design conversational AI solutions using Microsoft Copilot Studio; Turn complex data into visual stories and dashboards; Leverage speech analytics to identify behavioral trends and sentiment; Collaborate with leadership to outline deliverables for experience improvement; Build closed-loop feedback processes to drive retention and loyalty.
Seniority
Mid-level, hands-on IC
