Data Business Analyst

Job Description / Required skills

1. The team consists of 8 on-site Consumer Experience Analysts with a variety of backgrounds including experience in UHC contact centers Medicare Product teams data file management teams external consumer experience retail teams and long-term care delivery. We also are supported by 4 hybrid Reporting Analysts and 3 on-site Managers and 1 on-site Director. The contractors will fill 2/8 of the CE Analyst positions and 2/4 hybrid Reporting Analyst positions.

2. We value learning open communication adaptability humor and collaboration and weve intentionally shaped our culture around these values.

3. The teams skill sets include coding automations in python querying large databases in Snowflake manipulating and analyzing large interaction datasets in Excel designing engaging data visualizations in excel and PowerPoint to share with stakeholders and communication skills in person and in writing to engage with leadership.

2. What are the top 5-10 responsibilities for this position (please be detailed as to what the candidate is expected to do or complete on a daily basis)

1. Analyze operational data to identify areas for process improvement cost optimization and provide insights rooted in enhancing the consumer experience. This data includes NPS trends consumer verbatims digital portal interactions consumer metrics/critical ops metrics.

2. Collaborate with cross-functional teams including but not limited to WFM Consumer Resolution Center (CRC) Product Claims Call Ops IT Sales Enrollment Implementation and Provider Ops to identify discuss and implement enhancements and/or process improvements.

3. Actively monitor live War Room efforts CRC trends thumb on current events or tech outages that could impact the consumer experience that are displayed on the AV Wall.

4. Monitor and interpret operational reports dashboards and performance metrics to track key impacts to the consumer experience and overall performance.

5. Demonstrate readiness to interpret and understand the data in a manner that can be efficiently and effectively presented to senior level leaders.