Senior Business Analyst - Customer Care

Boldly innovating to create trusted solutions that detect, predict, and prevent disease.

Discover your power to innovate while making a difference in patients' lives. iRhythm is advancing cardiac care…Join Us Now! 

At iRhythm, we are dedicated, self-motivated, and driven to do the right thing for our patients, clinicians, and coworkers. Our leadership is focused and committed to iRhythm’s employees and the mission of the company. We are better together, embrace change and help one another.  We are Thinking Bigger and Moving Faster.

 

About This Role

The Sr. Business Analyst will lead all aspects related to reporting and business analytics within the Customer Care Department. This position is critical to the long-term success and scalability of the department by providing vital data, reporting and actionable insights for making impactful decisions for the future of the Customer Care department.

Your Focus

As a Senior Business Analyst, you will be responsible for handling various initiatives related to data analysis, tracking and trending, and KPI visibility for the Customer Care team.  You will also be responsible for providing ad-hoc reporting and analysis on various topics related to Customer Care. You will deliver high-quality patient, HCP and sales analytical reporting with a deep understanding of customer care performance metrics, processes, and workflows.

The Business Analyst will be a subject matter expert on customer care success criteria and provide dashboards, analysis and monitoring for business trends, to communicate with the leadership team on actionable improvement opportunities.

This role has global influence cross-organizationally representing the customer care team.

How you will contribute

• Ownership of key KPIs, and metrics for the global Customer Care team.
• Proactive monitoring of the global Customer Care work areas to ensure timeliness, adherence to process and identify improvements and remediations when necessary.
• Drive the build out, design and development of reporting framework and dashboards to meet the business stakeholders’ needs.
• Organize and evaluate key performance metrics to understand current effectiveness.
• Based on analytics and trends, influence cross-organizational behaviors that drive improvements in service adoption and gross margin.
• Collaborate with data engineers and analysts to acquire, clean, and transform data for reporting purposes.
• Fulfill requests from other department leaders for global Customer Care data trends when needed
• Ensure data security and compliance with best practices.
• Perform Ad-hoc requests to understand changes in patient and customer behavior based on data results.
• Participate in the design or redesign of customer care business processes and workflows.
• Work with management to prioritize business and information needs. 
• Digests and analyzes global PHI data from all areas of iRhythm Customer Care

Job Requirements

• Significant knowledge and experience with Customer Care operations, including call center support, inventory management, customer onboarding, professional services, training, and staff utilization.
• Experience assessing current performance and strategizing on future results
• Tableau and Salesforce reporting skills
• Ability to create storyboards, dashboards, reports, graphs, charts, and other visual depictions of data analysis.

Essential Experience / Qualifications

• Bachelor’s or Master’s degree in business analytics, statistics, operations research, computer science, IT or any other relevant discipline.
• Minimum 6 – 10 years’ experience in process optimization, BI tools and other data-analytics roles.
• Experience with PMP, CRM, IVR, and call center telephony reporting and tools
• Strong understanding of data modeling and data visualization concepts.
• Familiarity with data warehouse concepts.
• Excellent attention to detail and problem-solving skills.
• Excellent communication and collaboration skills.
• Ability to work independently and as a part of a team.
• Adaptability to changing business requirements.
• Knowledge of statistics and experience using statistical packages for analyzing datasets (Excel, Salesforce, Tableau etc.)
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• Adept at queries, report writing, and presenting findings.

What's In It For You

This is a regular full-time position with competitive compensation package