Sr CX Analyst

Job Summary
The CX Senior Analyst is responsible for generating, analyzing and delivering data-driven customer insights. This role will support a wide range of Florida Blue business areas in driving improvement of the customer experience and enabling key stakeholders across the Guidewell Enterprise. The CX Senior Analyst will develop an understanding of Florida Blue and GuideWell business operations, query databases to retrieve quantitative and qualitative customer feedback, and contextualize the insights for reporting to the business. The primary function of the role is applying analytical knowledge and skills as an exempt-level individual contributor within a broader team. This role will have a strong focus on strategic populations to drive sustainable differentiation and cost leadership. We encourage applications from candidates who are passionate about serving diverse communities and promoting cultural competence.

What You Will Be Doing:

• Research, analyze, validate and prepare data, information and content used for measuring progress, strategic planning, investment prioritization, forecasting, trending, risk mitigation and problem identification in support of Customer Experience initiatives across GuideWell Enterprise.
• Build reports and data visualization based on quantitative and qualitative analysis. Effectively communicate results to business owner in a cohesive narrative that delivers insight beyond the data.
• Support the development and improvement of methods, tools models, frameworks of analysis and research techniques using customer experience and related data.
• Utilize existing technology platforms, query databases, create and edit dashboards and prepare surveys.
• Participate on or lead smaller department projects or components of projects.
• Maintain documentation of all developed reports, metrics and dashboards related to backend database table management, database table relationships, calculations, queries, dashboards and visualizations.
• Develop and build internal partnerships to improve communication, coordination, collaboration and effective working relationships with customer experience stakeholders and subject matter experts.
• The essential functions listed represent the major duties of this role, additional duties may be assigned.

What You Must Have:

5+ years related work experience. Experience Details: Insights development, Reporting, Dashboard, Analysis or related experience

Related Bachelor's degree or additional related equivalent work experience Business, Engineering, Finance, Mathematics, Economics, Statistics, Computer Science, or similar fields or additional related equivalent work experience.

Additional Required Qualifications
Demonstrated strong computer skills with the primary MS Office applications (e.g. Excel, PowerPoint) and general database management.
Strong analytical skills with the ability to extract meaningful insights from large and complex data sets.
Ability to quickly organize/prioritize workload requirements.
Strong written, oral and interpersonal communication skills.
Strong relationship and project execution skills with the ability to manage multiple priorities.
Ability to identify, evaluate and resolve problems

What We Would Prefer:

• The ideal candidate will possess a deep understanding of and appreciation for the diverse cultural nuances and values of Hispanic and Latino communities, with the ability to incorporate this knowledge into their work.
• Proficiency in Spanish is highly desired, as it will enable the candidate to effectively communicate with and serve our diverse stakeholders. However, we encourage applications from candidates who are fluent in other languages as well.
• Master's degree Computer Science, Mathematics, Physics, Economics, Statistics or similar fields

Additional Preferred Qualifications
Five (5) years of progressively responsible analytical experience including quantitative consumer and/or customer satisfaction data and utilizing data extracts, queries and analysis to drive business decisions. Relevant consulting and health care industry experience are a plus Knowledge of Access, SAS, SPSS, Tableau, Power BI, SQL, R, or Python is a plus Communicate effectively in both written and verbal form Comfortable with owning and bringing clarity to a work assignment where the execution path and deliverables are not initially clear Productively interact with all levels of management and various individuals across the organization Embrace and/or initiate change; adapt to new tools and processes Possess a drive to contribute, improve and excel

General Physical Demands
Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.

Physical/Environmental Activities
Must be able to travel to multiple locations for work (i.e. travel to attend meetings, events, conferences). Occasionally

What We Offer:
As a Florida Blue employee, you will thrive in our Be Well, Work Well, GuideWell culture where being well as an individual, and working well as a team, are both important in serving our members and communities.

To support your wellbeing, comprehensive benefits are offered. As an employee, you will have access to:

* Medical, dental, vision, life and global travel health insurance;

* Income protection benefits: life insurance, Short- and long-term disability programs;

* Leave programs to support personal circumstances;

* Retirement Savings Plan includes employer match;

* Paid time off, volunteer time off, 10 holidays and 2 Well-being days;

* Additional voluntary benefits available; and

* A comprehensive wellness program
Employee benefits are designed to align with federal and state employment laws. Benefits may vary based on the state in which work is performed. Benefits for intern, part-time and seasonal employees may differ.

To support your financial wellbeing, we offer competitive pay as well as opportunities for incentive or commission compensation. We also conduct regular annual reviews with pay for performance considerations for base pay increases.

Typical Annualized Hiring Range: $75,700 - $94,600

Annualized Salary Range: $75,700 - $123,000

Final pay will be determined with consideration of market competitiveness, internal equity, and the job-related knowledge, skills, training, and experience you bring.

We are an Equal Opportunity/Protected Veteran/Disabled Employer committed to creating a diverse, inclusive and equitable culture for our employees and communities.