Consumer Experience Analyst

at  Robert Half

POSITION OVERVIEW:

We are looking for a highly skilled Consumer Experience Analyst to join a Fortune 500 healthcare company for a long term contract. In this role, you will be instrumental in monitoring and analyzing the health of consumer experiences throughout digital and service delivery journeys. You will proactively identify opportunities for process improvements, technology enhancements, and engage with various levels of leadership to enhance our operations. Your contributions will be pivotal in driving the success of our consumer experiences.

TEAM SKILLS:

The analysts on this team are equipped with a variety of skill sets, including:
Coding and automation in Python
Querying large databases in Snowflake
Manipulating and analyzing datasets in Excel
Designing engaging data visualizations in Excel and PowerPoint
Strong communication skills for effective engagement with leadership

QUALIFICATIONS:

No professional license or certification is required.
Strong analytical and communication skills.
Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
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Analyze operational data to identify areas for process improvement and cost optimization, focusing on enhancing the consumer experience through NPS trends, consumer feedback, digital portal interactions, and operational metrics.
Collaborate with cross-functional teams including WFM, Consumer Resolution Center, Product, Claims, Call Ops, IT, Sales, Enrollment, Implementation, and Provider Ops to implement enhancements and process improvements.
Actively monitor live War Room efforts and current trends to address potential impacts on the consumer experience.
Monitor and interpret operational reports, dashboards, and performance metrics to track key impacts on consumer experience and overall performance.
Participate in strategic planning and contribute to the development of operational goals and initiatives.
Prepare and present data findings efficiently and effectively to senior leadership.