The Analyst serves as the organization's central intelligence engine, fulfilling a dual mandate: safeguarding the member experience and fueling sales growth through precision analytics.
Deliver: Providing precision data on every member interaction and sales motion.
Design: Utilizing pattern recognition to optimize member journeys and sales pipelines.
Advocate: Amplifying the consumer voice and growth signals within every leadership decision through evidence-based reporting.
Infrastructure Management: The Analyst builds and owns the NPS/CSAT data pipelines across six critical touchpoints.
Retention Modeling: This role is responsible for developing an "early-warning model" to proactively identify and mitigate at-risk accounts before they churn.
Performance Tracking: The Analyst maintains real-time dashboards to ensure the organization remains on track for its +50 NPS target.
Pipeline Oversight: The Analyst owns weekly performance tracking for all primary growth channels.
Conversion Optimization: This individual manages CRM dashboards to identify opportunities for improving close rates from current levels toward a target of 10%.
Growth Reporting: The role monitors channel ramp-ups.
Behavioral Decoding: The Analyst reviews and analyzes high-volume call records to identify behavioral patterns.
AI Integration: This role translates AI-assisted call tagging and data into structured, actionable weekly reports for the leadership team.
Month 1: Launch the NPS/CSAT infrastructure across all identified customer touchpoints.
Month 2: Establish weekly reporting for interaction patterns and growth channel trendlines.
Month 3: Deliver a foundational retention model that identifies at-risk members before they reach a point of cancellation.

Requirements

3–5 years of experience in CX analytics, business intelligence, or revenue operations.
Demonstrated proficiency in SQL and advanced data visualization (Tableau, Power BI, or Looker).
Advanced skills in Excel and Google Sheets.
Familiarity with CRM ecosystems (e.g., ActiveCampaign/Salesforce) and telecommunications data environments.
The candidate must have the ability to extract high-level "signals" from complex, multi-source data sets and translate them into executive-level narratives.
Previous experience in the insurance, health benefits, or employee benefits sectors is highly preferred.
Can commit to work for 40 hrs work week
Flexibility to work in U.S. time zones, Monday to Friday
Able to maintain a distraction-free home office setup.
Possess a laptop/desktop meeting minimum specifications: 8GB RAM, i5 operating system.
Able to maintain a distraction-free home office setup.
Dual monitor is a plus
Reliable high-speed internet connection (minimum 15 MBPS).

Benefits

Monthly salary of $2000.
Observe US Holidays
Up to 12 Paid Time Off days per year
100% Remote Work: Embrace the flexibility of a work-from-home arrangement, allowing you to create a comfortable and efficient workspace in your own home.

Applicant Tracking System Keywords

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

Hard Skills & Tools

SQLdata visualizationExcelGoogle SheetsNPSCSATretention modelingbehavioral analysisAI integrationperformance tracking

Soft Skills

analytical thinkingcommunicationproblem-solvingattention to detailflexibilitynarrative translationadvocacycollaborationtime managementorganizational skills