Sr. Consultant Channel Insights

Job Summary:
The Sr Consultant Channel Insights role will serve as the cross-channel experience-insights seat inside the CMX Performance & Specialized Insights capability of the new Enterprise VOC, Consumer/Customer & Insights function. The position exists to make sure the enterprise has a clear, defensible read on how members and customers experience GuideWell across every channel they use — digital self-service, contact center, retail, broker, provider, claims, and billing — where the experience breaks down between channels, and what to do about it.

The person in this this position reads journey-level and channel-level performance side by side, finds the disconnects between what works inside a channel and what works across them, and partners with the operational owners who can move it. They are the function’s consulting voice on channel experience — the seat Customer Care, Digital, Retail, Member / Customer Experience, and Broker / Provider Network leaders go to when they need an insight-driven read on what is happening in the cross-channel experience and what to do about it.

This position will require a senior consultant with deep cross-channel reading across operational CX, strong analytical interpretation across NPS / CSAT / CES / journey programs and operational channel data, exceptional written narrative for operational-leader audiences, comfort moving fluidly across channel owners, and a track record of cross-channel findings that drove operational change.

Essential Functions:
Hold the cross-channel experience read for the enterprise. Pull quantitative and qualitative input from every channel — digital self-service, contact center, retail, broker, provider, claims, billing — into one continuous picture of how members and customers are actually experiencing GuideWell across the journey. 

Lead deep-dive cross-channel investigations. When senior leadership or an operational leader wants to know why an experience metric moved, why a journey is breaking down, or why a channel is underperforming — design the investigation, run it, and ship the answer.

Partner with channel owners as the named insights consultant. Sit with Customer Care, Digital, Retail, Member / Customer Experience, and Broker / Provider Network leaders. Translate cross-channel findings into recommendations they can move on.

Translate findings into operational recommendations. Hold the writing and visual standard the function expects; make sure cross-channel work lands with operational leaders in time to change the work this quarter.   

Carry the function’s channel-experience insights standards — measurement, journey framing, narrative, evidence handling. Hold the bar on what gets put forward as a cross-channel finding versus what is a within-channel signal.                

Cross-pollinate with the function’s CMX tracker, NPS / CSAT / CES, and journey-feedback programs. Pull operational channel signal into the listening-program read; feed listening output into operational channel diagnoses. 

Coach analysts and Leads across the function on cross-channel reading — journey framing, channel-by-channel diagnosis, and the discipline of holding the cross-channel view together.

Contribute to channel-experience planning at the sub-pillar level. Help shape the rolling agenda of cross-channel investigations and the function’s posture on emerging channels.

Required Experience:
6+ years related work experience 
Insights, Reporting, Dashboard, Analysis experience 
Cross-channel insights craft. Reads channel-level and journey-level performance side by side and finds the cross-channel pattern other reads miss.
Interpretation fluency across operational CX data. Reads NPS / CSAT / CES output, contact-center metrics, digital-experience analytics, complaint data, and transactional signal together — spots weak inference, holds the bar on what gets put forward.
Journey-thinking discipline. Holds the end-to-end view of how an experience unfolds and where it disconnects, rather than getting pulled into a single-channel diagnosis.
Strong written narrative for operational-leader audiences. Cross-channel briefs that operational leaders consume quickly and act on this quarter.
Decision orientation. Treats every investigation as a recommendation in service of an operational decision. Closes the loop on what changed and how the experience moved.
Comfort with shifting priorities. Reshapes the cross-channel agenda when the operational question moves; ships against the time available.
Collaborative consulting posture. Earns trust across multiple channel owners without holding reporting authority over any of them. Carries credibility on the operational side as well as the insights side.
Bachelor’s degree    Marketing Research, Behaviora