Collective Health simplifies employee healthcare with an integrated technology and service solution that makes administering company health benefit plans incomparably easier and more insightful than traditional health insurance company solutions. With over a quarter of a million members and over 50 enterprise customers—including Driscoll’s, Pinterest, Red Bull, RH, Zendesk, and more—Collective Health is reinventing the healthcare experience for forward-thinking organizations and their people across the U.S.

The Customer Experience (CX) Insights team uses data and insight from customer interactions to improve the customer experience. The CX team gathers quantitative and qualitative data from a diverse set of sources and analyzes it to better understand customer needs. The team uses this analysis that improves customer experience. The team also uses data to influence product development decisions and guide operational efficiency through the introduction of self-service solutions. Internally, this role is titled "CX Insights Senior Self-Service Analyst. You will report to the Manager, CX Insights.

What You'll Do

• Promote and measure self-service adoption and usage across our members
• Use data inputs to develop self-service strategy plan focused on improving member and internal efficiency and client and member satisfaction
• Collaborate with Product Development to prioritize self-service projects based on strategy plan
• Work with other teams to improve data around self-service estimates
• Develop dashboards and reports that contain applicable metrics related to self-service
• Communicate successes, failures, and insights to leadership and team members
• Work with other teams to understand all member populations, implement solutions, and track success
• Master internal workflows and processes to implement self-service adoption projects
• Gain an understanding of the root-cause of self-service failures and develop prioritized projects to solve for these

To Be Successful In This Role, You'll Need

• 4+ years experience
• You are passionate about driving a digital first mindset
• You have experience delivering on complex analytical projects
• You are familiar with digital engagement and ticket data and have the skills to analyze it
• You have excellent project management skills
• Looker, G-Sheets and Excel (can write advanced macros) proficiency
• You can combine and visualize data to communicate important insights in a clear and straightforward fashion
• You are process improvement oriented, creative and enjoy working with others to implement strategies for driving self-service adoption and continued usage