Customer Insights Analyst

Role Summary:

The Customer Insights Analyst will transform customer and operational data into clear, actionable insights for our Payer Retrieval business. This role will collect, analyze, and visualize data to identify trends, monitor performance, and help teams better understand customer needs and business outcomes. The analyst will partner with Customer Success, Operations, and other cross-functional stakeholders to develop dashboards, respond to business questions, and identify opportunities to improve the customer experience and operational performance.

Key Responsibilities:

Collect, clean, and analyze customer and operational data from multiple sources to identify trends, patterns, risks, and opportunities.Develop and maintain Sigma dashboards, recurring reports, and performance summaries that provide visibility into key customer and business metrics.Use SQL to retrieve, combine, and analyze data in support of reporting and business decision-making.Monitor key performance indicators and translate findings into clear, actionable insights for Customer Success, Operations, and business leaders.Conduct ad hoc analyses to answer questions related to customer performance, medical record retrieval, operational outcomes, and business trends.Develop presentations and visual stories that communicate complex findings in a clear and compelling way.Partner with stakeholders to understand business needs, define reporting requirements, and recommend analytical solutions.Identify inefficiencies, performance gaps, and improvement opportunities through quantitative analysis.Support the evaluation of business initiatives by measuring results and assessing their impact on customer and operational outcomes.Document business requirements, metric definitions, analytical methodologies, and key findings.Validate data accuracy and consistency across dashboards, reports, and analyses.Support the continued development of scalable reporting and customer insights capabilities within the Payer Retrieval business.

• Other relevant duties and responsibilities as assigned.

Basic Qualifications:

• Bachelor’s degree in Business, Finance, Economics, Data Analytics, Information Systems, or a related field.
• 3+ years of experience in business analysis, customer insights, data analytics, operations analytics, or a related role.
• Experience working with business intelligence and data visualization tools, including Sigma Computing.
• Strong proficiency in SQL and relational database concepts; familiarity with cloud data warehouses, such as Snowflake. 
• Strong analytical and problem-solving skills, with the ability to interpret data and develop actionable insights.
• Proficiency in Microsoft Excel and Google Sheets.
• Strong written and verbal communication skills, including the ability to present findings to both technical and non-technical audiences.
• Strong attention to detail and a commitment to data accuracy and quality.
• Ability to manage multiple priorities and collaborate effectively in a fast-paced, cross-functional environment.
• Curiosity and a demonstrated ability to learn new business processes, tools, and data sources quickly.
• Hands-on experience building reports in cloud visualization platforms (Tableau, Power BI).

Desired Qualifications:

• Hands-on experience building reports in Sigma Computing 
• Experience supporting Customer Success, client-facing, or operational teams through data and insights.
• Experience within healthcare, health technology, payer services, or medical record retrieval.
• Familiarity with payer operations, risk adjustment, quality programs, or medical record retrieval workflows.
• Experience developing customer-facing or executive-level reports and presentations.
• Knowledge of data modeling, metric development, and dashboard design best practices.