Senior CX Insights Analyst (Location: Lehi)

The Customer Experience (CX) Insights team uses data and insight from customer interactions to improve the overall customer experience. The CX team gathers quantitative and qualitative data from a diverse set of sources and analyzes it to better understand customer needs. The team uses this analysis to drive change that meaningfully improves customer experience. The team also uses data to influence product development decisions, and drive operational efficiency. We are looking for an analytically minded problem solver to help drive the basis of the CX teams customer-focused strategy.

What you’ll do:

• Use customer generated and operational data to gain insight across the customer journey. Plan and deliver data-driven insights by working backwards through the customer journey
• Gain a deep understanding of the root-cause of customer feedback and develop initiatives to improve their experiences
• Develop and maintain dashboards and reports that contain actionable metrics related to the customer experience 
• Leverage data and insights to identify opportunities to improve the ease, speed, quality, efficiency, and effectiveness of customer experience 
• Partner with cross functional teams to define priorities and execute operational change
• Master internal workflows and processes in order to execute service design changes
• Tell stories with the data that have the power to influence leadership within CX
• Use member interaction data to drive thoughtful product development and optimize the design by which members engage with Collective Health

What you've done / Who you are:

• You are passionate about improving customer experience
• You possess excellent analytical skills and a track record of delivering on complex analytical projects

• You are familiar with customer feedback data and have the skill set to analyze it
• You have excellent project management skills
• Looker, Google G-Suite, and Excel proficiency preferred
• Some exposure to, or experience using, statistical concepts and tools preferred
• You have the ability to synthesize and visualize data to communicate key insights in a clear and straightforward fashion
• You are process improvement oriented and enjoy working with others to implement strategies for improving customer experience

Collective Health is a technology company simplifying employer healthcare to make health insurance work for everyone. With more than 200,000 members and over 45 enterprise clients—including Pinterest, Red Bull, Restoration Hardware, Activision Blizzard, and more—our technical and customer experience teams are reinventing the healthcare experience for forward-thinking employers and their people across the U.S.
Collective Health is headquartered in San Francisco, CA, with additional offices in Chicago, IL, and Lehi, UT. Founded in 2013, Collective Health is backed by the SoftBank Vision Fund, DFJ Growth, PSP Investments, NEA, GV, G Squared, Founders Fund, Maverick Ventures, Mubadala Ventures, Sun Life, and other leading investors. For more information, visit us at https://www.collectivehealth.com

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.