Your Role
The Customer Experience Insights team is responsible for all Operational Key Performance Indicator Reporting and Analysis for the Customer Experience Call Center teams.
The Business Analyst, Senior will report to the Senior Manager, Insights Team. In this role you will support the Customer Experience (Member / Broker / Provider) Insights team with their performance reporting and data / analytics needs specifically to CE Quality initiatives (MTM / PG improvement).
As a Team member within a shared service model, this role will be a key partner in providing detailed process / procedure analysis and complex reporting solutions that provide leaders with Insights that drive operational efficiencies and improve customer satisfaction.
Your Work
In this role, you will :
- Provide analytical support through the analysis and interpretation of data in support of cross-functional business operations
- Works independently on complex projects / assignments that assist the organization in achieving operational targets
- Develop, prepare, and analyze reports for management review, and present to various levels of management
- Define business requirements and provide analysis to increase operational efficiency
- Analyze actual results against plan and forecast and recommend interventions where appropriate
- Support key business leaders and internal stakeholders to identify process improvement opportunities, devise data governance strategies, and automate insightful reports that provide meaningful analysis
- Develop, automate, and maintain business operations reporting dashboards as required / defined by business leaders needs
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