Customer Data Analyst

Candidate must reside and work in Ohio - Relocation is NOT an option.

Sponsorship is not provided for this position

Under moderate to limited supervision, conducts routine to moderately complex quantitative analysis supporting strategic business decisions. Focuses on measuring and analyzing customer behaviors across channels and interactions. Primarily works indirectly with internal business customers.

Responsibilities

Customer Data Analyst II

· Identifies, recommends and implements analytics strategy and approach including routine to moderately complex processes and analyses to deliver meaningful and actionable results as it relates to customer behavior, feedback, operational metrics and segmentation.

·Combines data from the customer data warehouse, operational systems, and channel specific reporting systems to deliver actionable insights.

·Publishes and communicates results, ensuring timely and accurate reports are delivered to business partners. Develops dashboards and presentations which include solutions to known problems. Responds and follows up on questions from business partners.

· Delivers cross-channel metrics and identifies customer trends.

·Performs ad-hoc reporting requests as needed.

Customer Data Analyst III

· Implements analytics strategy and approach, including routine to complex and/or varied processes and analyses to deliver meaningful and actionable results as it relates to customer behavior, feedback and operational metrics and segmentation.

· Collaborates with business partners to identify issues and develop statistically valid and methodologically sound approaches to address business needs.

· Publishes and communicates results, ensuring timely and accurate insights are delivered to business partners. Develops dashboards and presentations which include solutions to known problems. Responds and follows up on questions from business partners.

·Orients, trains and assists more junior level staff.

·Performs ad-hoc reporting requests as needed.

Sr. Customer Data Analyst

· Implements analytics strategy and approach, including complex and/or varied processes and analyses to deliver meaningful and actionable results as it relates to customer behavior, feedback, operational metrics and segmentation

· Collaborates with business partners to identify issues and develops and implements statistically valid and methodologically sound approaches to address business needs

·Publishes and communicates results, ensuring timely and accurate reports are delivered to the business partners

· Provides reporting and analytics to support business processes, including accessing data structures and using analytical tools

· Delivers cross-channel metrics which identify customer trends and cross business feedback

· Orients, trains and assists and may review work of more junior level staff.

· May provide project specific indirect leadership to other analysts within the customer experience department.

· Provides limited or indirect supervision or leadership responsibility over a group.

· Performs other duties as assigned.

Qualifications - External

Qualifications

Customer Data Analyst II

Education and Experience:

· Bachelor’s Degree in Statistics, Economics, Social Sciences or related field.

·2 years of experience as a Customer Data Analyst or equivalent experience in data or business analytics, preferably in a health insurance environment.

Technical Skills and Knowledge:

·Knowledge of customer analytics and/or Relationship Management theory and practice.

·Intermediate proficiency in SAS, SPSS, SQL and other analytical tools.

·Intermediate Microsoft Office skills (word processing, spreadsheets, database reporting, presentation graphics) and other related applications such as Tableau.

· Good presentation skills; ability to put together decks and dashboards displaying results.

Customer Data Analyst III

Education and Experience:

·Bachelors Degree in Statistics, Economics, Social Sciences or related field.

· 3 years experience as a Customer Data Analyst or equivalent experience in data or business analytics, preferably in a health insurance environment.

Technical Skills and Knowledge:

· Strong knowledge of Customer Analytics and/or Relationship Management theory and practice.

·Strong proficiency in SAS, SPSS, SQL and other analytical tools including Tableau.

·Intermediate to advanced Microsoft Office skills (word processing, spreadsheets, database reporting, presentation graphics) and other related applications such as Tableau.

·Strong presentation skills; ability to put together decks and dashboards displaying results.

Sr. Customer Data Analyst

Education and Experience:

·Bachelors Degree in Statistics, Economics, Social Sciences or related field.

·Master's Degree preferred.

· 5 years progressive experience as a Customer Data Analyst or equivalent experience in data or business analytics, preferably in a health insurance environment.

Technical Skills and Knowledge:

·Comprehensive knowledge of Customer Analytics and/or Relationship Management theory and practice.

·Advanced proficiency in SAS, SPSS and other analytical tools including Tableau.

·Advanced Microsoft Office skills (word processing, spreadsheets, database reporting, presentation graphics) and other related applications such as Tableau.

·Ability to work with Customer Experience leaders and leaders in other areas to deliver meaningful insights.