Job Title: Data Analyst, Consumer Experience
Duration: Oct 21, 2024 - Apr 30, 2025
Location: Minnetonka, MN 55343,Onsite (MUST BE LOCAL FOR CONSIDERATION)
Pay range: $35-$45.00/Hr depending on experience
Position Overview:
- We are seeking a highly skilled Consumer Experience Analyst to join our Consumer Operations Vital and Experience.
- The Consumer Experience Analyst will play a crucial role in the real-time monitoring and analyzing of the health of our consumer experiences throughout consumer digital and service delivery journeys.
- As a Consumer Experience Analyst, you will be responsible for proactively identifying impacts to our consumers, process improvements, technology monitoring, discuss areas of opportunity with various levels of leadership, deliver presentations, host visitors; including c-suite leaders, vendors, stakeholders, etc. to enhance and improve the overall success of our operations.
- The team’s skill sets include coding automations in python, querying large databases in Snowflake, manipulating and analyzing large interaction datasets in Excel, designing engaging data visualizations in excel and PowerPoint to share with stakeholders, and communication skills in person and in writing to engage with leadership.
Responsibilities:
- Analyze operational data to identify areas for process improvement, cost optimization, and provide insights rooted in enhancing the consumer experience. This data includes NPS trends, consumer verbatims, digital portal interactions, consumer metrics/critical ops metrics.
- Collaborate with cross-functional teams, including, but not limited to WFM, Consumer Resolution Center (CRC), Product, Claims, Call Ops, IT, Sales, Enrollment, Implementation, and Provider Ops, to identify, discuss, and implement enhancements and/or process improvements.
- Actively monitor live War Room efforts, CRC trends, thumb on current events, or tech outages that could impact the consumer experience.
- Monitor and interpret operational reports, dashboards, and performance metrics to track key impacts to the consumer experience and overall performance.
- Participate in strategic planning and contribute to the development of operational goals and initiatives.
- Demonstrate readiness to interpret and understand the data in a manner that can be efficiently and effectively presented to senior level leaders.
Benefits Info
- Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.
