Digital Health Customer Experience Analyst Jobs

Desirable: Experience with technical software which manages customer communications.

🖥️ $150 to create an awesome remote work experience

Delivering a first class customer experience by responding to customer requests and queries promptly and professionally.

Contributing to improvements in the customer experience by solving for the root cause behind customer queries and issues.

1-2ys of professional experience in customer service or customer facing role.

Solid understanding of how to prioritise internal and external requests and manage your own workload effectively.

You will leverage surveys and embedded feedback modules to collect user feedback and insights to drive improvements in the customer experience.

You will act as the administrator for our Google Analytics and Google Tag Manager systems.

You will create and manage tickets to track and document customer and internal requests.

Bachelor’s Degree in related field or an equal amount of related professional experience.

You have proven experience in customer experience, data analysis, and leveraging customer feedback tools.

You have experience with: A/B testing platforms such as Optimizely, KissMetrics, WalkMe, and other optimization/heat map software.

Strong customer advocate with strong empathy to bad search experience of Coupang customers or Korean eCommerce shoppers

Analytical work experience, in a fast-paced environment

Minimum one year of experience in Microsoft Office Suite applications, Word, Excel, PowerPoint, and SharePoint, and Google Workspace

General Description of All Benefits

Actively utilizing analytics/debugging tools to understand the root causes of search defect (that search result does not satisfy customer intent).

Actively utilizing analytics/debugging tools to assess effectiveness of an engineering solution that engineers come up with.

Perform other work-related tasks and/or projects assigned by management as needed.

2+ Years’ work experience in customer service or related field

Excellent oral, written, and interpersonal communication skills

Strong MS Office, Internet, and email skills

Working knowledge of Netspend systems

Consistently think outside the box and make sound judgment calls to resolve complaints.

LL.M., if related (statistics, mathematics, public administration, computer science, or other administrative and management fields); Or

Equivalent combination of qualifying graduate education and experience.

You must meet all qualification requirements upon the closing date of this announcement.

(statistics, mathematics, public administration, computer science, or other administrative and management fields)

2 years of progressively higher level graduate education leading to such a degree; Or

3 years of progressively higher level graduate education leading to such a degree; Or

4 year College degree or equivalent work experience in Customer Experience or Analyst role

Strong analytical, critical thinking, and problem-solving skills

Intermediate to advanced skills in Excel and PowerPoint

Maintain, run / refresh, and distribute various internal and external reports.

Basic proficiency in Microsoft Office Word, Excel, Outlook, and PowerPoint

Typical duties include but are not limited to:

Desired Skills and Experience *

Location: Fully remote in CALIFORNIA

- 5+ years of experience in data analytics and survey analytics

- Experience working with survey data and feedback, Customer Experience and/or Voice of Customer metrics

- Experienced building dashboards in Tableau or similar BI tool

- Translating the customer experience survey (e.g. NPS, CSAT)

10% Maintain/increase product & process knowledge in order to appropriately score and judge key interaction components

Experience in the window coverings industry

Excellent Communications skills, both oral and written

Must demonstrate exemplary organizational skills

Minimum Years Of Work Experience

10% Function as a liaison between operations and support departments to ensure systems and reporting are functional and accurate

Experience working with technical teams, such as product managers, enterprise architects and software developers preferred.

Experience with matrixed managed business stakeholders, work cross-functionally with roles outside of direct report authority preferred.

This role does not manage people

Four years of related experience can be used in lieu of a Bachelor’s degree.

2 years of experience working in a sales and marketing automation platform and CRM, preferably MS Dynamics and Marketo, preferred.

Experience in querying and building general workflows preferred.

Familiarity with project management methodologies and tools, with experience in leading data-related projects from inception to completion.

Knowledge of data governance and data management best practices, with a solid focus on data quality and accuracy.

Support the ongoing maturation of service management and engineering functions via data and dashboards

Build visualization dashboards to drive decision making, portfolio rationalization, and performance management

Educate business partners on available data, analytics, and reporting capabilities

Excellent communication, analysis, planning, and partnership skills

Familiarity with project management methodologies and tools, with experience in leading data-related projects from inception to completion.

Knowledge of data governance and data management best practices, with a solid focus on data quality and accuracy.

Support the ongoing maturation of service management and engineering functions via data and dashboards

Build visualization dashboards to drive decision making, portfolio rationalization, and performance management

Educate business partners on available data, analytics, and reporting capabilities

Excellent communication, analysis, planning, and partnership skills

· Process-oriented mindset, with solid organizational and project management skills.

· Document business requirements and project manage development efforts across self-care assets and agent tools.

· Education Enrichment up to $5,000 per year for qualified employees

· Track, prioritize, escalate, and manage issues to ensure prompt resolution of production issues impacting self-service channels.

· Relevant experience with using and developing self-service channels, website navigation, and user experience preferred.

· Cable Communications experience preferred

Prepare and present analysis and recommendations to senior management, highlighting key findings, trends, and opportunities for improvement.

User/Customer Experience background or education

Subject Matter Knowledge---Customer/User Experience, CRM, Digital Health IT Operations, Strategy or Transformation

Analyze healthcare data sets to identify trends, patterns, and opportunities for improving user experience

Create and maintain documentation of healthcare data and user experience insights and recommendations

Demonstrable project support experience, i.e, leading slide work, crafting deliverables, generating and managing meeting notes