Senior Analyst, Customer Experience

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Develop, enhance, and provide operational support for the Retail NOVA synthetic NPS measurement framework.

• Oversee the complete analytics processes for measuring customer experience in Retail Pharmacy.

• Design and maintain data pipelines, processes for model monitoring, and performance tracking systems.

• Convert customer feedback, call transcripts, and operational signals into quantifiable experience outcomes.

• Utilize advanced analytics to identify customer pain points, service opportunities, and operational risks.

• Create predictive and diagnostic analyses aimed at enhancing satisfaction, loyalty, and retention rates.

• Generate executive-level reports and narratives that highlight business impacts and suggest actions.

• Assist in experimentation, model validation, and ongoing improvement initiatives.

• Collaborate with AI, data science, and engineering teams to implement GenAI-enabled insight solutions.

• Facilitate the integration of conversational AI, speech analytics, and experience intelligence capabilities.

• Assess new data sources and analytical techniques.

• Contribute to enterprise AI initiatives and the modernization of customer experience.

• Collaborate with Retail Operations, Customer Experience, Product, Digital, and Analytics teams.

• Gather business requirements and transform them into scalable analytical solutions.

• Present insights and recommendations to senior leadership.

• Act as a subject matter expert in Retail NOVA and methodologies for measuring customer experience.

⛳️ Requirements

• A Bachelor's degree in Analytics, Statistics, Data Science, Economics, Mathematics, Computer Science, or a related field.

• Proficient in SQL and data analysis.

• Experience handling large and complex datasets.

• Background in creating dashboards and data visualizations using tools like Power BI, Tableau, or similar platforms.

• Strong problem-solving abilities and quantitative analytical skills.

• Exceptional communication skills and experience in executive presentations.

• Preferred: experience with predictive modeling, machine learning, or statistical analysis techniques.

• Preferred: understanding of NPS, CSAT, CES, or synthetic measurement methodologies.

• Preferred: experience in analyzing customer feedback, survey data, or contact center interaction data.

• Preferred: familiarity with AI, natural language processing, or speech analytics solutions.

• Preferred: experience in healthcare, retail pharmacy, or customer service analytics.

🏝️ Benefits

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional resources supporting physical, emotional, and financial well-being.

• Eligibility for CVS Health bonus, commission, or short-term incentive programs.