POSITION SUMMARY The Customer Experience & Operations Enablement Analytics (CX&OE) organization offers solutions that provide actionable insights to internal and external business partners and customers that help reduce health costs, improve outcomes, provide financial security and measure and forecast business performance. The Insights Senior Analyst will conduct analysis that will assist operational leaders in answering business questions, identifying areas of opportunity for improvement, measuring levels of success when changes are made, and explaining events using retrospective analysis. The Senior Analyst will effectively present findings and recommendations and interact closely with stakeholder and cross-functional collaboration groups. The ideal candidate for this role will be highly motivated, flexible, and embrace change. Primary Functions Work consultatively with stakeholders to proactively identify analytical needs and recommend solutions and methodologies Develop call categories leveraging speech analytics tools Use operational, survey, voice analytics, and other data sources to uncover and analyze opportunities for efficiency and/or customer experience improvement Extract, merge, and clean data with expert-level skills Compile analytical results that identify, quantify, and prioritize opportunities Apply experimental design principles to the evaluation of pilots Exercise creativity, foresight, and judgment in conceiving, planning, and delivering results Provide consultative research input into the development of dashboards and business tools Maintain analytics skillset through understanding new technologies, modeling techniques, and the ability to execute and apply them to work Exhibit deep understanding of data and leverage it appropriately (correct sources, clear assumptions, approved by business) Key Qualifications BA degree preferred (or equivalent qualification) 5+ years of professional experience in healthcare analytics or a related field Strong skills in statistical analysis, root cause analysis Self-motivated with strong leadership qualities, including a strong customer focus, managing stakeholder expectations, and influencing decision-making Strong verbal/written communication skills Expert level ability to mine and summarize data from large datasets using MS SQL Server, Oracle Proficiency with statistical analysis tools or programming languages preferred; i.e., SAS, SPSS, Alteryx, Python, Jupyter Notebook, R Effective user of BI, Tableau, and MS Office software, specifically Excel, Access, PowerPoint
