IOH NPS Data Senior Analyst

Key Responsibilities

NPS Customer Journey & CrossChannel Analytics

• Own endtoend NPS analysis across IOH touchpoints performing deepdives on verbatims to identify experience drivers systemic issues and improvement opportunities
• Connect NPS insights with behavioral journey and crosschannel data (Adobe Analytics / CJA Salesforce operational data) to identify trends friction points and experience gaps and translate findings into actionable CX digital and operational recommendations

Reporting Enablement & Continuous Improvement

• Build maintain and enhance dashboards and reports using Power BI Excel and Adobe Analytics / CJA Medallia delivering executiveready insights and presentations
• Enable adoption of analytics insights by explaining findings to nontechnical stakeholders supporting analytics maturity CX prioritization recovery initiatives and postimplementation impact analysis
• Identify data quality issues reporting inefficiencies tooling gaps and promote an insightled customercentric culture across IOH Customer Service

Skills & Experience

Data Analytics & Tooling

• Strong analytical capability with experience in crosschannel journey and behavioral analytics including Adobe Customer Journey Analytics (CJA)
• Ability and mindset to successfully complete required CJA training and work with Connections Data Views datasets metrics and segments
• Experience with enterprise analytics and reporting tools (Adobe Analytics / CJA Power BI Excel Medallia) strong data visualization skills and knowledge of Adobe Experience Platform (AEP) concepts (or willingness to complete required training)
• Experience using GenAI / AIassisted tools (e.g. Copilot) for qualitative analysis insight generation and data storytelling including effective prompt formulation

Business Communication & Enterprise Context

• Strong business insight with understanding of member journeys digital services and engagement use cases and ability to translate analytics outputs into clear business implications that inform prioritization and CX strategy
• Strong communication and data storytelling skills comfortable collaborating crossfunctionally and enabling analytics tool adoption
• Awareness of data privacy governance and compliance requirements with experience operating in an enterprise analytics environment including golive and support models

Your Profile

• Experience in Data/ Business analytics/ Business Intelligence/ Data Science roles with financial services or insurance with a solid understanding of industry standards.
• Proven ability to deliver high-quality customer service with strong verbal and written communication skills including professional writing for formal correspondence.
• Strong analytical capability with experience in NPS crosschannel journey and behavioural analytics
• Experience with Adobe Customer Journey Analytics (CJA) or the ability and mindset to successfully complete required training
• Proficient in Microsoft Office specifically Excel and PowerPoint
• Proven ability to work with enterprise analytics and reporting tools such as Adobe Analytics / CJA Power BI and languages (SQL Python R)
• Preferably if experience in GEN AI tool (Co-Pilot) and Medallia.
• Solid understanding of customer journeys digital services and engagement use cases
• Strong data storytelling and communication skills able to tailor insights to leadership operational and nontechnical audiences
• Experience assessing data quality identifying gaps and working within data governance and privacy requirements
• A collaborative proactive approach with the ability to influence and support analytics adoption across teams

About The Cigna Group