Navitus Health Solutions

Customer Insights Analyst

Navitus Health Solutions

full-time

Posted on:

Location Type: Remote

Location: Alaska • Connecticut • United States

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Salary

💰 $65,686 - $79,140 per year

About the role

  • Exercise independent judgement to interpret customer insights, identify risks and opportunities, and recommend strategic and operational actions related to feedback received from VoC sources, including client and patient surveys, complaints/grievances, social media/online reviews, and other ad hoc feedback channels.
  • Manage and operationalize customer feedback workflows, including categorization, prioritization, routing, and development of customer-facing communications (e.g., grievance responses), in alignment with regulatory and compliance standards.
  • Monitor and evaluate customer experience metrics and indicators to identify trends, risks, and opportunities requiring action.
  • Conduct advanced analysis, including root cause analysis, to identify trends, correlations, drivers of satisfaction and dissatisfaction, and changes in customer sentiment across channels.
  • Translate quantitative and qualitative analysis into actionable insights and recommendations that influence strategic and operational decision-making.
  • Develop and deliver insights through dashboards, reports, and presentations tailored to diverse audiences, including operational teams, clinical stakeholders, product partners, and executive leadership.
  • Partner with and influence cross-functional stakeholders by representing the voice of the customer in discussions and driving alignment through data-backed insights.
  • Identify and evaluate customer experience improvement opportunities by connecting insights to operational, process, and service impacts, and contributing to scenario planning and decision support.
  • Assess and report on the effectiveness of cross-functional customer experience improvement initiatives and outcomes, connecting survey findings, market insights, improvement strategies, and implemented results to provide a holistic view of customer experience progress – informing future strategy and prioritization.
  • Contribute to advancement of VoC program methodologies, tools, and frameworks, including tagging structures, reporting approaches, journey mapping, and integration of market research and competitive benchmarking insights.
  • Ensure adherence to compliance, data governance, and organizational policies related to customer data, privacy, and feedback handling.
  • Other duties as assigned.

Requirements

  • Bachelor’s degree in business, healthcare, analytics, marketing, psychology, or a related field, or equivalent work experience, required.
  • 3+ years of experience analyzing customer feedback across multiple channels (e.g., surveys, complaints, reviews) to identify trends, risks, and opportunities for improvement required.
  • 3+ years of experience applying quantitative and qualitative analysis techniques to interpret data and generate actionable insights required.
  • 3+ years of experience working with customer experience measurement frameworks and metrics, such as Net Promoter Score (NPS), customer satisfaction (CSAT/OSAT), or similar indicators required.
  • 3 years of experience synthesizing data and communicating findings through reports, dashboards, or presentations to stakeholders required.
  • Experience using data and insights to inform business decisions or improvement initiatives preferred.
  • Participate in, adhere to, and support compliance program objectives.
  • The ability to consistently interact cooperatively and respectfully with other employees.
Benefits
  • Top of the industry benefits for Health, Dental, and Vision insurance
  • 20 days paid time off
  • 4 weeks paid parental leave
  • 9 paid holidays
  • 401K company match of up to 5% - No vesting requirement
  • Adoption Assistance Program
  • Flexible Spending Account
  • Educational Assistance Plan and Professional Membership assistance
  • Referral Bonus Program – up to $750!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysisroot cause analysisquantitative analysisqualitative analysiscustomer experience measurementNet Promoter Score (NPS)customer satisfaction (CSAT/OSAT)dashboard developmentreportingscenario planning
Soft Skills
independent judgementstrategic thinkingcommunicationcollaborationinfluencingproblem-solvingcustomer-centric mindsetadaptabilityinterpersonal skillsrespectful interaction