CX & Insights Analyst Manager

Overview:

Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. 

Come be part of remarkable.

How you can make a difference  

We are seeking a talented Customer Experience & Insights Analyst to join our team, dedicated to enhancing and optimizing our customers' experiences across our products and services. As a CX & Insights Analyst, you will be instrumental in analyzing customer data, uncovering critical insights, and recommending actionable strategies that directly impact our customer experience. This role requires strong analytical skills, strategic thinking, and a passion for understanding customer behavior. The ideal candidate will have experience in data analysis, customer journey mapping, and a solid grasp of customer experience metrics. Join us to make a measurable difference in how our customers interact with our brand.

What you’ll be doing 

Data Analysis & Reporting:

• Collect, analyze, and interpret customer data from various sources, including surveys, feedback, NPS scores, and other customer experience metrics.
• Develop and maintain dashboards and reports to track key performance indicators (KPIs) related to customer satisfaction, loyalty, and overall experience.
• Identify trends, patterns, and insights from data to inform business decisions.

Customer Journey Mapping:

• Assist in mapping the customer journey to identify pain points, opportunities, and moments that matter.
• Collaborate with cross-functional teams to optimize touchpoints across the customer lifecycle.

Voice of the Customer (VoC):

• Manage and enhance VoC programs, ensuring consistent collection and analysis of customer feedback.
• Translate customer feedback into actionable insights and work with relevant teams to drive improvements.

Insights Development:

• Synthesize data and insights to develop a comprehensive understanding of customer needs and preferences.
• Present findings and recommendations to senior leadership and other stakeholders to influence strategy and operations.

CX Strategy Support:

• Contribute to the development and execution of customer experience strategies that align with the organization’s goals.
• Support the implementation of initiatives aimed at improving the overall customer experience.

Collaboration & Communication:

• Work closely with product, and commercial teams to ensure a cohesive approach to customer experience.
• Communicate insights effectively to both technical and non-technical audiences.

What you will need to be successful

• 2+ years of experience in a customer experience (CX) role.
• Proficient with survey design, implementation and evaluation.
• Experience conducting market and customer research
• Proficiency in data analysis tools (e.g., Excel, Tableau, Power BI).
• Strong analytical skills with the ability to interpret complex data sets.
• Experience with customer feedback systems and NPS methodologies.
• Expertise with Qualtrics XM platform and XM Discover (Clarabridge Studio)
• Excellent data visualization skills.
• Persuasive communicator – demonstrated ability to influence business outcomes.
• Ability to prioritize multiple simultaneous projects / deliverables to successful completion across staff.

#LI-Remote

This is a remote position.

The compensation range describes the typical minimum or maximum base pay range for this position. The actual compensation offer is determined based on job-related knowledge, education, skills, experience, and work location. This position will be eligible for performance-based incentives as part of the total compensation package, in addition to a full range of benefits including:

• Medical, dental, and vision
• HSA contribution and match
• Dependent care FSA match
• Uncapped paid time off
• Adventure accounts
• Paid parental leave
• 401(k) match
• Personal and healthcare financial literacy programs
• Ongoing education & tuition assistance
• Gym and fitness reimbursement
• Wellness program incentives

Why work for HealthEquity 

HealthEquity has a vision that by 2030 we will make HSAs as wide-spread and popular as retirement accounts. We are passionate about providing a solution that allows American families to connect health and wealth. Join us and discover a work experience where the person is valued more than the position. Click here to learn more. 

Come be your authentic self

HealthEquity, Inc. is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics. HealthEquity is a drug-free workplace. For more information about our EEO policy, or about HealthEquity’s applicant disability accommodation, drug-free-workplace, background check, and E-Verify policies, please visit our Careers page.

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