Voice of the Customer Insights Analyst

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

📋 Description

• Work in partnership with leadership to define and delineate deliverables aimed at enhancing Member and Provider customer experiences.

• Utilize Microsoft Copilot, Power Platform, and AI-driven productivity tools to streamline processes, boost customer insights, improve reporting efficacy, and aid strategic business decisions.

• Implement responsible AI methodologies, prompt engineering, and conversational design principles to create scalable, user-centric solutions.

• Design, construct, and sustain conversational AI solutions utilizing Microsoft Copilot Studio, which includes custom copilots, topics, generative responses, and workflow integrations.

• Develop visual narratives through PowerPoint charts, dashboards, and presentations, offering clear, actionable insights for executive decision-making.

• Create dashboards, scorecards, executive summaries, and regular performance reports.

• Investigate industry best practices and benchmarks alongside the Service Excellence Team.

• Employ speech and interaction analytics to uncover call drivers, behavioral trends, Member/Provider sentiment, and opportunities for reducing contact.

• Determine key factors influencing Member and Provider experiences and incorporate customer feedback into operational, process, and strategic enhancements.

• Collaborate with cross-functional teams to transform insights into actionable improvement initiatives.

• Monitor the effectiveness of implemented solutions and provide feedback for ongoing optimization.

• Establish and maintain closed-loop feedback processes that enhance satisfaction, retention, and loyalty.

• Perform additional related duties as assigned.

⛳️ Requirements

• A bachelor's degree in Program Management, Business Analysis, or a related field is required.

• Equivalent years of relevant work experience may be accepted in place of the required education.

• A minimum of two (2) years of customer service experience in healthcare payer roles, engaging with both members and providers, is required.

• Proficiency in Microsoft Excel and PowerPoint is essential.

• Capability to analyze processes and generate recommendations for enhancements is required.

• Ability to set priorities, develop goals, and achieve them is necessary.

• Willingness to stay updated on technologies through self-directed learning is required.

• Exceptional written and verbal communication skills are essential.

• Strong interpersonal and active listening abilities are important.

• Critical thinking, creative problem-solving skills, and familiarity with journey mapping and storytelling are highly preferred.

• Experience in creating agentic experiences that proactively meet user needs, adapt in real time, and offer personalized healthcare solutions is strongly preferred.

• No specific licensure or certification is required.

• Occasional travel of up to 15% may be necessary.

🏝️ Benefits

• A bonus linked to both company and individual performance may be offered.

• A comprehensive total rewards package is provided.

• Support for total employee well-being is available.