Senior Analyst, Digital Customer Experience - Remote

Overview

As a vital member of the Digital Customer Experience Management team, this role will help to support Voice of Customer insights and Operational Monitoring for priority areas across Aetna Health. The Senior Analyst, CEM utilizes both qualitative and quantitative data to ensure optimal site health and move the needle on satisfaction scores.

In Short

• Support Voice of Customer insights and Operational Monitoring.
• Utilize qualitative and quantitative data for site health.
• Collaborate with product managers and IT teams.
• Analyze funnel flow analytics and key metric dashboards.
• Identify market developments and synthesize competitive research.
• Develop product roadmaps based on customer insights.
• Create business cases to support product recommendations.
• Monitor site health from the customer perspective.
• Quickly address existing customer pain points.
• Work in a fast-paced environment to enhance customer satisfaction.

Requirements

• 0-1 years experience in Customer Experience opportunities.
• 2+ years’ experience with Excel, Word, and PowerPoint.
• 2-3 years’ experience with Voice of Customer and Digital.
• Ability to integrate data into compelling visuals.
• Experience in research, strategy consulting, or healthcare.
• Passion for technology and understanding of tech landscape.
• Strong organizational skills and attention to detail.
• Proven ability to collaborate broadly.
• Strong problem-solving and logical thinking skills.
• Bachelor’s degree or equivalent experience.

Benefits

• Comprehensive medical plan options.
• 401(k) plan with company matching.
• Employee stock purchase plan.
• No-cost wellness programs and counseling.
• Flexible work schedules and paid time off.
• Tuition assistance and family leave options.
• Retiree medical access and other benefits.