CX Insights Analyst

🕒 October 27

🦀 Maryland – Remote

🦀 Maryland – Remote

💵 $51.9k - $74.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Business Analyst

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Gainwell Technologies

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

📦 Logistics

⚕️ Healthcare Insurance

💰 Grant on 2023-06

Consulting • Logistics • Healthcare Insurance

Gainwell Technologies is the nation’s leading provider of digital and cloud-enabled solutions across the human services and public health ecosystem. With a mission-driven approach, Gainwell serves clients in all 50 U. S. states, focusing on improving health outcomes and delivering intuitive, human-centered experiences. Their comprehensive suite of solutions includes Medicaid Enterprise modernization, data analytics, provider services, and pharmacy solutions, all designed to advance the future of healthcare and enhance community well-being.

📋 Description

• Analyze customer feedback and interactions across calls, chats, emails, surveys, and other feedback channels • Identify customer pain points, recurring issues, process breakdowns, contact drivers, and customer journey friction points • Investigate root causes behind customer effort, dissatisfaction, and repeat contacts • Detect emerging trends, risks, compliance concerns, and opportunities using structured and unstructured data • Connect customer feedback, interaction data, and operational metrics to understand factors shaping customer experience • Leverage speech analytics, text analytics, and customer feedback platforms • Develop actionable recommendations to improve customer experience, operational performance, and business outcomes • Create reports, dashboards, and visualizations • Collaborate with business partners to support data-driven decision making • Contribute to customer experience, operational improvement, and customer listening initiatives • Support customer experience, employee experience, product experience, and operational insight projects as needed

🎯 Requirements

• Experience analyzing customer, operational, or experience-related data • Strong analytical and problem-solving skills • Ability to uncover root causes and identify meaningful insights • Ability to identify trends, patterns, and emerging issues across multiple data sources • Experience translating data, observations, and customer feedback into actionable business recommendations • Strong written and verbal communication skills • Ability to manage multiple priorities and work independently • Curiosity and passion for understanding customer behavior, customer needs, and business outcomes • Experience in Customer Experience (CX), Voice of Customer (VoC), contact center analytics, customer insights, interaction analytics, market research, or similar fields • Video cameras must be used during all interviews and the initial week of orientation

🏖️ Benefits

• Work flexibility • Learning and career development • Technical credentials and certifications • Generous, flexible vacation policy • Educational assistance • Leadership and technical development academies • 401(k) employer match • Comprehensive health benefits • Opportunity to travel through your work up to 25% of the time

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