Customer Insights Analyst

As the Customer Insights Analyst, you'll combine analytical skills with strategic thinking to translate customer feedback into insights that support customer-centric improvements and decision-making across Medica.

You will optimize existing NPS (Net Promoter Score) and CSAT (Customer Satisfaction) surveys and reports, successfully execute across channels, analyze and summarize data to develop and socialize insights with stakeholders that enable strategic investment and continuous improvement.

Additionally, you'll be responsible for research design, execution, and reporting, including (but not limited to) defining and managing our member panel and executing our passive site survey, sharing actionable insights with appropriate partners.

Areas of Responsibility

NPS + CSAT Program

• Design, implement, and optimize survey methodologies to ensure statistical relevance and actionable insights.
• Establish baseline performance metrics and benchmarks across customer segments, products, and channels.
• Build and maintain dashboards to track performance trends over time.
• Identify key drivers of promoter scores to replicate successful experiences and conduct root cause analysis of detractor feedback to identify pain points and improvement opportunities.
• Socialize findings with stakeholders, presenting actionable insights to improve customer satisfaction and retention.

Research Design + Execution

• Conduct follow-ups to NPS, CSAT, and other surveys to gain deeper insights.
• Develop and implement strategies to improve survey response rates.
• Develop and manage a member panel across multiple lines of business and brands for ongoing research initiatives.
• Implement and analyze passive site surveys to capture real-time feedback.

Data Analysis + Insights

• Collect and analyze customer data from various sources such as surveys, market research, customer service records, sales data, and social media.
• Analyze data to identify trends, patterns, correlations, root causes, and success drivers.
• Segment feedback by customer type, product usage, and channel to provide targeted insights.
• Partner with Voice of Customer Manager to integrate findings from multiple research methods to create a comprehensive view of the customer experience.

Stakeholder Engagement

• Create compelling reports and presentations that effectively communicate findings to all levels of the organization.
• Partner with cross-functional teams to develop action plans based on customer feedback.
• Facilitate regular NPS and CSAT review sessions with leadership teams.
• Partner with Voice of Customer Manager to report on the impact of improvement initiatives.

Minimum Qualifications

• Bachelor's degree or equivalent combination of education and work experience; preferable degrees include Business, Data Science, Analytics, Market Research, Statistics, or related fields.
• 3+ years of related work experience, including customer insights, research, customer experience or similar experience.

Preferred Qualifications

• 2+ years of experience in the healthcare/health insurance industry.
• Experience with statistical techniques: profiling, regression analysis, trend analysis, segmentation.
• Experience working with Qualtrics, Medallia, or another Experience Management platform.
• Strong analytical skills with proficiency in data analysis tools (e.g., Excel, Qualtrics).

Skills and Abilities

• Proven success using data and metrics to identify opportunities, drive improvements, and track results, as well as identify emerging customer trends and expectations.
• Strong communication and presentation skills, including the ability to transform complex data into clear, actionable recommendations.
• Strong collaboration skills, with the ability to influence outcomes.
• Ability to operate effectively in a fast-paced, deadline-driven environment.
• Comfortable with ambiguity and navigates uncertainty with curiosity and confidence.

This position is a Hub role, which requires an employee to occasionally come onsite to the designated office - Minnetonka, MN or Madison, WI - for applicable heads-up work. Frequency is determined by business need as decided by leadership.

The full salary range for this position is $77,100 - $132,200. Annual salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and/or licensure, the position's scope and responsibility, internal pay equity and external market salary data. In addition to compensation, Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees.

The compensation and benefits information is provided as of the date of this posting. Medica's compensation and benefits are subject to change at any time, with or without notice, subject to applicable law.

We are an Equal Opportunity employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.