Customer Experience Data Analyst

🕒 August 5

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Empower Pharmacy

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2009

💊 Pharmaceuticals

🏥 Healthcare

🏭 Manufacturing

💰 Debt financing on 2023-10

Pharmaceuticals • Healthcare • Manufacturing

Empower Pharmacy is a U. S. -based compounding pharmacy and pharmaceutical manufacturer focused on producing individualized (compounded) medications at scale. Founded to expand access to affordable, high-quality personalized therapies, Empower operates both 503A and FDA-registered 503B outsourcing facilities, including large sterile manufacturing sites built to current Good Manufacturing Practices and leveraging automation for scalability. The company touts nationwide licensure, high-volume dispensing (reports filling thousands of custom-compounded prescriptions daily), and a mission centered on quality, safety, service, and innovation in pharmaceutical care.

📋 Description

• Measure and manage end-to-end customer onboarding activities, validate required information, identify process efficiencies, educate stakeholders, and support transitions into operational workflows. • Define open-ended analytical questions with business stakeholders and translate them into structured analyses. • Design and analyze experiments, including A/B tests and cohort studies, and communicate findings and recommendations. • Build predictive and diagnostic models, including churn-driver analyses and customer lifetime value segmentation. • Explore data to identify business opportunities, operational risks, customer experience trends, and areas requiring investigation. • Collaborate with Data Engineering and technical partners to ensure analysis data is available, accurate, reliable, and appropriately structured. • Evaluate onboarding workflows, clarification processes, documentation standards, and customer interactions to improve efficiency and service quality. • Review documentation accuracy, procedures, customer communications, and regulatory requirements for quality assurance. • Track onboarding performance, clarification trends, customer feedback, and operational metrics to generate actionable insights. • Translate complex analyses into findings, recommendations, presentations, dashboards, and written summaries for stakeholders and leadership. • Maintain analytical documentation, metric definitions, assumptions, methodologies, and reporting standards aligned with governance, privacy, security, and regulatory expectations. • Use AI-powered tools for knowledge retrieval, workflow automation, documentation, customer communications, performance analysis, predictive insights, and decision support while maintaining human accountability.

🎯 Requirements

• Associate's or Bachelor's degree in Business, Mathematics, Statistics, Data Analytics, Healthcare Administration, or a related discipline preferred. • Three (3) or more years of experience in a Data Analyst, Business Analyst, Customer Experience Analyst, or similar analytical role. • Demonstrated experience writing complex SQL queries and analyzing large datasets. • Experience using Python, R, or a comparable statistical or analytical tool for advanced analysis. • Demonstrated ability to design, analyze, and interpret experiments, including A/B testing and cohort studies. • Experience developing predictive or diagnostic analyses, such as churn analysis, segmentation, or customer lifetime value modeling, preferred. • Ability to independently scope analytical work from loosely defined business questions and operate effectively in ambiguous environments. • Experience presenting findings and recommendations directly to non-technical stakeholders and leadership. • Proficiency with CRM systems, Microsoft Office applications, reporting tools, and digital collaboration platforms. • Experience using AI-enabled productivity, documentation, analytics, or customer support technologies to improve service quality and operational efficiency preferred. • Strong attention to detail, organizational skills, communication abilities, and commitment to exceptional customer experiences, operational accuracy, and regulatory compliance. • Knowledge of customer onboarding, customer service operations, issue resolution, process documentation, cross-functional collaboration, and continuous improvement. • Knowledge of experimental design, A/B testing, cohort analysis, predictive modeling, segmentation, and foundational causal inference concepts. • Ability to leverage AI responsibly while maintaining compliance, accuracy, privacy, and human accountability.

🏖️ Benefits

• Medical coverage • Dental coverage • Vision coverage • Paid time off • 401(k) matching • Wellness perks • IV therapy • Compounded medications