Strategy & Business Analyst at BlaBlaCar improving company performance through data analysis and strategic insights. Collaborating with cross - functional teams in a hybrid work setup.
About the role
- Experience Insights Analyst responsible for gathering, analyzing, and reporting member insights for Christian Care Ministry. Collaborates with leadership to enhance member experiences and support decision-making.
Responsibilities
- Administer and maintain member survey instruments
- Analyze member feedback from experience channels including surveys and service reports to identify trends, gaps, and improvement opportunities
- Provide timely, constructive feedback, and insights to leadership and frontline teams, supporting strategic decision-making
- Collaborate with cross-functional teams with analysis to support process improvements
- Translate insights into clear, actionable recommendations and support the implementation of enhancements
- Track, analyze, and report on key service metrics, including member satisfaction, operational efficiency, and performance management
- Proactively communicate critical information and emerging issues to leadership
- Develop reporting methods to effectively communicate member experience feedback
- Collect, consolidate, and analyze member feedback from multiple sources
- Contribute to the exercise and expression of Christian Care Ministry’s beliefs
- All other duties as assigned
Requirements
- Bachelor’s degree with 2+ years of experience insights and 5+ years of contact center experience; preferably in a healthcare payer or financial services industry
- Experience with performance improvement, data insights, and service quality initiatives
- Lean Six Sigma Certification Preferred
- Survey Instrument Experience (Qualtrics Preferred)
Benefits
- 100% paid Medical for employees/99% for family
- Generous employer Health Savings Account (HSA) contributions
- Employer-paid Life Insurance (3x salary) and Long-term Disability Insurance
- 6 weeks of paid parental leave (for both mom and dad)
- Dental - two plans to choose from
- Vision
- Short-term Disability
- Accident, Critical Illness, Hospital Indemnity
- 401(k) – up to 4% match on ROTH or Traditional contributions
- Generous paid-time off and 11 paid holidays
- Wellness plan including Financial, Occupational, Mental/Spiritual, and Physical health incentives up to $50/mo
- Employee Assistance Program including no cost, in-person mental health visits and employee discounts
- Monetary Anniversary Awards Program
- Monetary Birthday Awards
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