Customer Experience Insights Analyst (Voice of Customer)
Core
Leverage customer feedback, journey insights, and AI-enabled tools to identify friction points and drive continuous improvement in customer experiences and operational performance.
Role type
Customer Experience Insights Analyst (Voice of Customer)
Builds
Actionable recommendations, executive-ready reporting, and continuous improvement initiatives for Member, Provider, and Specialist experiences.
Domain
Healthcare payer customer service and experience optimization
Deliverable
dashboards & analysis
Required skills
Data analysis, journey mapping, storytelling, dashboard creation, process analysis, Microsoft Excel, PowerPoint, CoPilot Studio
Preferred skills
Generative AI fluency, agentic experience design, healthcare payer domain knowledge, creative problem-solving
Technologies
CoPilot Studio, generative AI tools, speech analytics platforms
Responsibilities
Transform complex data into visual stories and executive summaries; collaborate with stakeholders to outline deliverables; monitor solution effectiveness; build closed-loop feedback processes; support industry benchmark research.
Seniority
Mid-level, hands-on IC
