Senior Customer Experience Analyst (Healthcare/Insurance)

Champion the Customer Journey — Become Our First Senior Customer Experience Analyst!

The Sr. Customer Experience Analyst supports efforts to improve the end-to-end experience for members and providers across Medicaid, Medicare, Commercial, and Exchange lines of business. This role is responsible for analyzing customer feedback, identifying trends, and recommending enhancements to optimize both digital and non-digital interactions. The Sr. Analyst plays a key role in monitoring and interpreting Net Promoter Score (NPS), Customer Satisfaction (CSAT), and digital engagement metrics, providing insights and supporting initiatives that enhance satisfaction, retention, and self-service adoption.

Job Summary Details

• Oversee and enhance the end-to-end customer journey, ensuring alignment with company goals and regulatory requirements.

• Identify pain points and recommend process improvements.

• Work cross functionally with operations, IT and any other business areas as needed to improve customer engagement strategies across all platforms (i.e. phone, web, mobile).

• Manage relationships with CX vendors and service providers which may include negotiating contracts, and reconciling invoices.

• Develop and execute targeted communication strategies, including SMS campaigns, email outreach, and printed materials to enhance member engagement, support performance quality measures and improve satisfaction metrics.

• Takes initiative in working collaboratively with team members to prioritize department tasks, projects and ensure timely execution of projects and/or ticketing system.

• Develop and implement initiatives to increase self-service adoption, enhance digital engagement, reduce customer effort and enhance overall satisfaction.

• Design and implement strategies to improve member and provider communications.

• Ensure compliance with Medicaid, Medicare, Commercial, and Exchange regulations while enhancing Customer Experience initiatives.

• Monitor member journey and track digital adoption rates, self-service effectiveness, and member satisfaction trends.

• Prepare and present data-driven reports to key stakeholders on key process improvements and customer experience metrics using customer insights.

• Prepare and submit reports to clients and regulatory agencies as required, while ensuring compliance with deadlines and reporting standards.

• Ensure seamless, consistent customer journey across all touchpoints and alignment with overall business goals by applying quality standards with customer experience initiatives.

• Analyze NPS, CAHPS and Provider Satisfaction data to track and trend for areas of improvement.

• Serve as a subject matter expert on customer experience metrics and digital engagement, supporting peers and internal stakeholders with analytical insights and best practices.

• Mentor and guide team members on the use of CX data tools, insights interpretation, and implementation of improvement opportunities to build shared analytical capabilities.

Education/Experience

• 4 Year / Bachelors Degree in Business Administration, Healthcare Administration, Data Analytics, Communications, or related field
• 4 Years in customer experience, member engagement, or process improvement within dental insurance, healthcare or managed care industry

Specific Skills/Knowledge

• Strong analytical skills with experience analyzing customer satisfaction data, NPS, and operationa