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Customer Experience Data Analyst

Home Care Assistance
Littleton, CO
  • Expired: over a month ago. Applications are no longer accepted.
Job Description
Salary: Salary, health benefits, PTO & 401K

Home Care Assistance is looking to hire a Customer Experience Data Analyst to our growing team! 


This is a fully remote role.


As a CX Data Analyst, you will be a vital part of a team driving change based on customer data and insight. You will extract, analyze and use data to build surveys, dashboards, reports, and business cases to support continuous improvement efforts. You will synthesize customer experience surveys with transactional and operational data across customer journeys to proactively identify pain points and areas of opportunity. 


The ideal candidate is highly analytical, curious, able to identify and tell a story with data. This future team member will be obsessed with creating and delivering projects that truly impact customer experience and loyalty.  Along with analytics we are looking for someone passionate about the customer experience, excited about the lives of our clients and caregivers and how we can improve their experience. 


Primary responsibilities include: 

  • Understand and define data requirements in support of CX initiatives
  • Build and maintain customer surveys in Medallia and QuestionPro
  • Create and maintain Google BigQuery views
  • Design and build insight-driven alerts, reports, and dashboards to provide easy access to customer feedback across the organization
  • Analyze quantitative and qualitative data to develop actionable insights and recommendations via ad hoc reports and visualizations
  • Help other teams link CX data to their operational metrics
  • Troubleshoot data-related issues in reports
  • Find and resolve data quality problems
  • Ad-hoc data pulls for the CX team
  • Create data dictionaries, hierarchy files, and other documentation
  • Support CX-related system integrations
  • Provide data analyst support to a wide variety of research projects


 Requirements of this role:

  • 3+ years of relevant work experience as a data analyst plus experience in an operational role preferred (CX, Marketing, Operations)
  • Strong familiarity with Medallia, and/or similar customer data platforms and can integrate customer satisfaction data with operational data from a variety of sources to create impactful dashboards, reports, and analysis
  • Advanced Excel / Google Sheets 
  • Comfortable writing intermediate SQL without supervision and using Business Intelligence tools like Tableau to retrieve data and build well-designed visualizations and dashboards
  • Familiarity with QuestionPro, and/or similar survey platforms and can launch surveys and analyze results with little supervision
  • Strong analytical and problem-solving skills (advanced data analytics)
  • Demonstrated experience in transforming raw data into actionable information
  • Experience with R and Python preferred
  • Strong organization and prioritization skills: intense attention to detail
  • Strong written and oral communication skills
  • Fast learner, curious and passionate about understanding and improving customer experiences


Home Care Assistance is the largest and fastest-growing private pay solution for seniors who wish to age well in their home. We offer concierge-level care management and dependable in-home assistance to seniors across our 150+ locations throughout North America. A mission driven organization, we proudly assist thousands of clients in optimizing their quality of life as they “age in place” in the comfort of their home. Our holistic approach to care is based on the lifestyles of the longest-living people in the world and promotes a healthy mind, body, and spirit.


Home Care Assistance began in 2002 when the founders noticed a lack of high-touch, premium care management and caregiving assistance when seeking to help their own loved one age successfully at home. While developing a thoughtful, comprehensive service offering they would expect for their own parents, they found that the home care market was fragmented, slow moving and ripe for improvement.


Today, Home Care Assistance has become an industry leader in the $100+ Billion industry through a focus on excellent customer service, great people and innovation.


We are unique in that we are the only at-scale, national provider of private pay, non-medical care with a company-owned location strategy. With plans to aggressively expand our footprint, there is tremendous opportunity to build a lasting and valuable company – we’re just getting started.


If this sounds like a great match, apply today!  We'd love to hear from you!


HCA requires all internal employees to be fully vaccinated against COVID-19. Proof of vaccination will be required as a condition of employment subject to applicable law concerning exemptions/accommodations.

 

HCA is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, disability or any other protected status.


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INDHP

Home Care Assistance

Address

Littleton, CO
80123 USA

Industry

Technology

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