Roles and Responsibilities

• Analyze operational data, including NPS trends, consumer feedback, digital portal interactions, and critical operational metrics, to identify opportunities for process improvement and cost optimization.
• Work closely with teams such as Workforce Management (WFM), Consumer Resolution Center (CRC), Product, Claims, Call Operations, IT, Sales, Enrollment, Implementation, and Provider Operations to discuss and implement enhancements and process improvements.
• Actively monitor live War Room efforts, CRC trends, and current events or technical outages that may impact the consumer experience, ensuring timely responses and solutions.
• Monitor and interpret operational reports, dashboards, and performance metrics to assess impacts on consumer experience and overall business performance.
• Prepare and present data insights and recommendations to senior leadership in a clear and effective manner, demonstrating the ability to distill complex information into actionable insights.

Skills and Qualifications

• Proven experience as a Business Analyst with a focus on consumer experience.
• Expertise in Excel, including advanced functions and data manipulation.
• Familiarity with data analysis tools such as Snowflake and Databricks.
• A minimum of 2 years of experience in a business analytical role.
• Strong analytical skills with the ability to interpret data through a consumer-focused lens.
• Excellent communication and collaboration skills, with the ability to engage cross-functional teams effectively.

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