Position Title: Customer Experience Analyst Coordinator
Open Positions: 1
Posted Date: January 16, 2025
Location: Remote
Department: Communications and Marketing Strategy
Supervisor: Jennifer Baisa
Apply online at: https://geha.wd5.myworkdayjobs.com/GEHACareers/job/Remote/Customer-Experience-Analyst_R-004891
Summary
The Customer Experience Analyst is responsible for supporting customer experience (CX) and retention programs through data-driven survey design and implementation. Key responsibilities include supporting program launches, VOC survey and member panel management and optimization, and collaborating with cross-functional teams to enhance member engagement and insights. The position requires strong analytical skills matched with the ability to understand the impact of the data on driving actionable outcomes and supporting organizational goals.
Duties
- Designing, implementing, and reporting key quantitative and qualitative insights in an actionable, comprehensive format.
- Support the CX Director in regularly providing updates to key stakeholders and leadership.
- Provide coordination, discussion documentation and actionable execution support across CX Initiatives to ensure appropriate prioritization and sequencing of activities.
- Lead CX/member project coordination and execution by ensuring tasks are completed on time and within budget. Communicates effectively with team members, tracks project progress, manages logistics, and handles administrative tasks to keep the project organized.
- Lead design, membership, and survey design of G.E.H.A member panels or third-party panels using Disqo in support of VOC program needs and optimization.
- Support CX coordination as needed including monitoring and re-directing “member inbox” which is a direct communication from members to G.E.H.A from marketing materials. Track results of common questions and issues to recommend improved experiences, processes, and communications.
- Other duties as assigned.
Requirements: Education & Experience
- Bachelor’s Degree in a relevant area, additional years of qualifying related experience may be considered in lieu of formal education.
- 2-4 years of experience with Voice of the Customer technology (e.g., Qualtrics, Medalia).
- 2-4 years of experience in healthcare data analysis within the healthcare industry.
- Knowledge and experience in survey design, especially for voice-of-the-customer, retention, and future state initiatives.
- Experience designing surveys for virtual customer panels to create actionable insights.
- Strong understanding of technology platforms and systems across multiple business functions.
- Excellent communication skills with the ability to engage effectively at all organizational levels.
- Perform other duties as assigned.
Preferred:
- Leverage expertise in effective survey management and data analysis to optimize insights and drive data-informed decision-making.
- Experience using Disqo
GEHA is an Equal Opportunity Employer, which means we will not discriminate against any individual based on sex, race, color, national origin, disability, religion, age, military status, genetic information, veteran status, pregnancy, marital status, gender identity, and sexual orientation, as well as all other characteristics and qualities protected by federal, state, or local law. We celebrate diversity and are committed to creating an inclusive environment for all employees.
