Senior Customer Experience Analyst (Healthcare/Insurance)

Description

Champion the Customer Journey — Become Our First Senior Customer Experience Analyst!

The Sr. Customer Experience Analyst supports efforts to improve the end-to-end experience for members and providers across Medicaid, Medicare, Commercial, and Exchange lines of business. This role is responsible for analyzing customer feedback, identifying trends, and recommending enhancements to optimize both digital and non-digital interactions. The Sr. Analyst plays a key role in monitoring and interpreting Net Promoter Score (NPS), Customer Satisfaction (CSAT), and digital engagement metrics, providing insights and supporting initiatives that enhance satisfaction, retention, and self-service adoption.

Job Summary Details

• Oversee and enhance the end-to-end customer journey, ensuring alignment with company goals and regulatory requirements.
• Identify pain points and recommend process improvements.
• Work cross functionally with operations, IT and any other business areas as needed to improve customer engagement strategies across all platforms (i.e. phone, web, mobile).
• Manage relationships with CX vendors and service providers which may include negotiating contracts, and reconciling invoices.
• Develop and execute targeted communication strategies, including SMS campaigns, email outreach, and printed materials to enhance member engagement, support performance quality measures and improve satisfaction metrics.
• Takes initiative in working collaboratively with team members to prioritize department tasks, projects and ensure timely execution of projects and/or ticketing system.
• Develop and implement initiatives to increase self-service adoption, enhance digital engagement, reduce customer effort and enhance overall satisfaction.
• Design and implement strategies to improve member and provider communications.
• Ensure compliance with Medicaid, Medicare, Commercial, and Exchange regulations while enhancing Customer Experience initiatives.
• Monitor member journey and track digital adoption rates, self-service effectiveness, and member satisfaction trends.
• Prepare and present data-driven reports to key stakeholders on key process improvements and customer experience metrics using customer insights.
• Prepare and submit reports to clients and regulatory agencies as required, while ensuring compliance with deadlines and reporting standards.
• Ensure seamless, consistent customer journey across all touchpoints and alignment with overall business goals by applying quality standards with customer experience initiatives.
• Analyze NPS, CAHPS and Provider Satisfaction data to track and trend for areas of improvement.
• Serve as a subject matter expert on customer experience metrics and digital engagement, supporting peers and internal stakeholders with analytical insights and best practices.
• Mentor and guide team members on the use of CX data tools, insights interpretation, and implementation of improvement opportunities to build shared analytical capabilities.
  
  

Qualifications

Education/Experience

• 4 Year / Bachelors Degree in Business Administration, Healthcare Administration, Data Analytics, Communications, or related field
• 4 Years in customer experience, member engagement, or process improvement within dental insurance, healthcare or managed care industry
  
  

Specific Skills/Knowledge

• Strong analytical skills with experience analyzing customer satisfaction data, NPS, and operational performance metrics to identify trends and recommend improvements.
• Proven ability to support customer journey mapping and digital experience optimization efforts, contributing to cross-functional initiatives that enhance customer experience metrics.
• Preferred proficiency in Excel, Power BI, or other data visualization tools to develop reports and dashboards.
• Excellent communication skills with the ability to translate data-driven insights into actionable recommendations for stakeholders at various levels.
• Strong organizational and project coordination skills with the ability to manage multiple initiatives and track outcomes.
  
  

Location

Our employees are distributed in office locations in multiple markets across the United States. We are unable to hire or allow employees to work outside of the United States.

What Liberty Offers

Happy, healthy employees enhance our ability to assist our members and contribute more actively to their communities. That’s why Liberty offers competitive and attractive benefit packages for our employees. We strive to care for employees in ways that promote wellness and productivity.

Our first-class benefits package supports employees and their dependents with:

• Competitive pay structure and savings options to help you reach your financial goals.
• Excellent 401(k) retirement benefits, including employer match, Roth IRA options, immediate vesting during the Safe Harbor period, and access to professional financial advice through Financial Engines.
• Affordable medical insurance, with low-cost premiums for employee-only coverage. Liberty subsidizes the cost for eligible dependents enrolled in the plan.
• 100% employer-paid dental coverage for employees and eligible dependents.
• Vision insurance with low-cost premiums for employee-only coverage and dependents.
• Company-paid basic life and AD&D insurance, equal to one times your base salary, with options to purchase additional supplemental coverage.
• Flexible Spending Accounts for healthcare and dependent care expenses.
• Voluntary benefit programs, including accident, critical illness, and hospital indemnity insurance.
• Long-term disability coverage.
• Expansive wellness programs, including company-wide wellness challenges, BurnAlong memberships, and gym discounts.
• Employee Assistance Program (EAP) to support mental health and well-being.
• Generous vacation and sick leave policies, with the ability to roll over unused time.
• 10 paid company holidays.
• Tuition reimbursement for eligible educational expenses.
• Remote or hybrid work options available for various positions.
  
  

Compensation

In the spirit of pay transparency, the base salary range for this position is $84,000 - $105,000, not including fringe benefits or potential bonuses. At Liberty, your final base salary will be determined by factors such as geographic location, skills, education, and experience. We are committed to pay equity and also consider the internal equity of our current team members when making final compensation decisions.

Please note that the range listed represents the full base salary range for this role. Typically, offers are not made at the top of the range to allow for future salary growth.

Liberty Dental Plan commits to maintaining a work environment that acknowledges all individuals within the workplace and will continue to engage in practices that are inclusive of all backgrounds, experiences, and perspectives. We strive to have every person within the organization have a sense of belonging while encouraging individuals to unleash their full potential. Liberty will leverage diverse perspectives in building high performance teams and organizational culture.

Liberty Dental Plan will continue to strengthen and develop external partnerships by providing equitable health care access and improving population health in the communities we serve.

We comply with all applicable laws and regulations on non-discrimination in employment, recruitment, promotions, and transfers, as well as work authorization and employment eligibility verification requirements.

Sponsorship and Relocation Specifications

Liberty Dental Plan is an Equal Opportunity Employer / VETS / Disabled.

No relocation assistance or sponsorship available at this time.