Consumer Affairs Senior Analyst

How You Will Make an Impact

• Consumer Affairs Senior Analyst will maintain a working knowledge of Great HealthWorks operational policies and procedures, products, services, promotions, and brand ambassadors.
• Monitor and analyze consumer feedback data to identify trends and share consumer insights; this includes reviewing surveys, reviews, and social media comments.
• Consumer Affairs Senior Analyst will create comprehensive summary reports and presentations to communicate insights and recommendations to relevant stakeholders.
• Consumer Affairs Senior Analyst will assist with the development and delivery of training on consumer sentiment and engagement, and product quality initiatives.
• Consumer Affairs Senior Analyst will serve as the voice of the customer and collaborate with other internal teams, such as Marketing, Finance, Legal, and Customer Care, to ensure delivery of the best possible service via consumer feedback as part of our organization’s consumer journey.
• Identify opportunities for process improvement, automation, or enhancement related to customer experience, product quality, and compliance/risk to further enhance consumer experience and bridge gap between the business’s strategic priorities.
• Collaborate with relevant teams to implement process improvements, track their effectiveness, and propose further adjustments as required.
• Perform other duties as assigned.

What We Offer

• Amazing opportunities for career progression
• Dynamic, fun, entrepreneurial and diverse culture
• Medical (PPO or HSA) & Prescription Drug, Dental (DHMO or DPPO), Vision and Telemedicine
• Health and wellness are a top priority – committed to self-care
• 401(k) (100% match (dollar-for-dollar) up to 6% of salary deferrals)
• 2 Company-Wide Breaks, Summer & Winter
• Generous Paid Time Off and Paid Holidays
• Sick Time
• Personal Time
• Employer Paid Life Insurance
• Health Savings Account (company contributes $30 bi-weekly)
• Voluntary Life and Dependent Insurance, Short-Term Disability, Long-Term Disability, Accident, and Critical Illness
• Employee Assistance Program
• Business casual atmosphere – jeans and sneakers are okay by us

What You Bring to the Table

• 4 or more years of high-volume customer service experience with an emphasis on Customer Experience and Customer Satisfaction required.
• 4 or more years of experience in an analytical role required.
• High school diploma or equivalent required. College degree preferred.
• Marketing experience preferred.
• Experience with Microsoft Office Suite required with a strong emphasis on Excel, Word, Teams, and PowerPoint.
• Experience with CX Strategy, including Customer Feedback Management and Brand Reputation preferred.
• Experience with consumer products preferred.
• Deep understanding of contact center operations, systems, and processes.

EOE, DFWP

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