Contact Center Business Analyst

Thank you for considering Progyny!

The Contact Center Business Analyst will play a key role in analyzing data, identifying trends, and providing actionable insights to improve call center performance and member experience. This position requires a proactive approach to understanding the customer journey, identifying root causes of suboptimal performance, and collaborating with Member Experience teams to enhance efficiency and drive strategic improvements. 

What you’ll do…

Data Analysis and Insights 

• Interpret engagement data to understand the customer journey through the contact center. 

• Analyze trends and patterns to identify root causes of inefficiencies and suboptimal performance. 

• Provide actionable insights to connect Contact Center data to the Member Experience Program (MXP). 

Journey Mapping and Member Progression 

• Develop journey maps for systems, product, and member experiences from inception through the contact center process, up and including the expected outcomes.  

• Create dashboards and visualizations to track member progression and evaluate the impact of pilots and other initiatives in real-time. 

• Ensure insights drive meaningful improvements in member experience during and after pilot initiatives. 

Process Improvement 

• Identify opportunities for process improvements based on data analysis and customer engagement trends. 

• Collaborate with Member Experience teams to enhance call center efficiency and member satisfaction. 

• Support the identification of value and strategic opportunities for the contact center. 

Proactive and Strategic Approach 

• Review current contact interactions to determine drivers and shift toward a more proactive approach. 

• Work collaboratively with teams to ensure selected initiatives align with strategic goals and improve member experience. 

Visualization and Communication 

• Develop compelling visualizations and dashboards to present data insights. 

• Create impactful PowerPoint presentations for executive leadership and stakeholders. 

• Communicate findings clearly and effectively to cross-functional teams. 

About you... 

• Bachelor’s degree in business Analytics, Data Science, or a related field. 

• 3+ years of experience in data analysis, business analysis, or a related role. 

• Strong proficiency in data visualization tools (e.g., Tableau, Power BI) and Microsoft PowerPoint. 

• Excellent analytical and problem-solving skills. 

• Experience with call center operations and member experience programs is a plus. 

• Strong communication and collaboration skills. 

Please note: Progyny is unable to provide visa sponsorship for this position. Candidates must be authorized to work in United States without the need for sponsorship, now or in the future.  

About Progyny:   

Progyny is a transformative fertility, family building and women’s health benefits solution, trusted by the nation’s leading employers, health plans and benefits purchasers. We envision a world where everyone can realize dreams of family and ideal health. Our outcomes prove that comprehensive, inclusive and intentionally designed solutions simultaneously benefit employers, patients and physicians. 

Our benefits solution empowers patients with concierge support, coaching, education, and digital tools; provides access to a premier network of fertility and women's health specialists who use the latest science and technologies; drives optimal clinical outcomes; and reduces healthcare costs.  

Our mission is to empower healthier, supported journeys through transformative fertility, family building and women’s health benefits.  

Headquartered in New York City, Progyny has been recognized for its leadership and growth as a TIME100 Most Influential Company, CNBC Disruptor 50, Modern Healthcare's Best Places to Work in Healthcare, Forbes' Best Employers, Financial Times Fastest Growing Companies, Inc. 5000, Inc. Power Partners, and Crain's Fast 50 for NYC. For more information, visit www.progyny.com. 

Our perks:  

• Family friendly benefits: Paid family and parental leave, fertility and family building benefits (including egg freezing, IVF, and adoption support), family care fund and Parents’ Employee Resource Group  

• Health, dental, vision and life insurance options for employees and family  

• Free in-person, virtual and text-based mental health and wellness support  

• Paid time off, including vacation, sick leave, personal days and summer flex time  

• Company equity  

• Bonus program  

• 401(k) plan with company match 

• Access to on-demand legal and financial advice   

• Company social events  

• Flex days (3 days a week in the office) and onsite meals and snacks for employees reporting into our NY office 

In compliance with New York City's Wage Transparency Law, the annual salary [wage] range for NYC-based applicants is: $75,000 - $85,000. There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. Progyny offers a total compensation package comprised of base salary, cash bonus, and equity.   

Progyny is proud to be an Equal Opportunity and Affirmative Action employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, age, genetic information, marital status, pregnancy or related condition, status as a protected veteran, criminal history consistent with legal requirements or any other basis protected by law. 

If you are an individual with a disability and need assistance or an accommodation during the recruiting process, please send an e-mail to apply@progyny.com. 

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