Senior Manager, Insights & Analytics

Overview

We are looking for a Senior Manager, Insights & Analytics, for one of our clients. This is a primarily remote role (must reside in California (or be willing to relocate) and be eligible to work in the United States without sponsorship).

We are seeking a highly skilled analytical leader to support and enhance key internal and external programs through comprehensive data analysis of market insights and customer experience. This role focuses on delivering actionable insights to improve customer satisfaction across various touchpoints and channels. The ideal candidate will have a strong background in statistics, data mining, and analytics, with the ability to interpret complex data sets and generate impactful recommendations.

Responsibilities

• Combine and analyze internal and external data sources to drive robust insights.
• Interpret both structured and unstructured survey response data, integrating it with operational, demographic, behavioral, and clinical data.
• Generate hypotheses, identify root causes of trends, and conduct multi-channel analyses.
• Provide recommendations to enhance customer experience, reduce costs, and improve metrics.
• Partner with cross-functional stakeholders to create comprehensive data views and actionable insights.
• Support sampling techniques, bias correction, and testing for surveys.
• Create compelling reports and visualizations to effectively communicate insights.
• Collaborate with executive business stakeholders across multiple functions.
• Influence strategy based on data-driven insights.
• Stay updated on the latest trends in customer experience and analytics.
• Upskill staff on new statistical tools and methods.
  
  

Qualifications

• Technical Expertise:
• Proficiency in statistical analysis, modeling techniques, unstructured data mining, and SQL, with a working knowledge of Python.
• Familiarity with machine learning (ML), natural language processing (NLP), and large language models (LLM) is highly desirable
• Educational Background:
• Bachelor's degree in statistics, mathematics, analytics, engineering, or a related field
• Professional Experience:
• Experience working with CSAT, NPS, CX metrics and research techniques
• Skilled at combining and interpreting vast, intricate data sets to uncover innovative insights
• Proficient in crafting compelling data narratives and communicating effectively with stakeholders.
• Leadership and management experience - ability to be hands-on and coach/mentor team
• Healthcare or similar industry experience is a plus, but not required
• Soft Skills:
• Strong relationship-building skills, resilience in problem-solving, and ability to coach and develop team members in dynamic environments.
• Capable of switching between managerial and hands-on roles
  

Compensation package: Salary + Bonus + Benefits ($160,000 - 200,000 DOE and location)

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other non-merit factor. We are committed to creating a diverse and inclusive environment for all employees.