Voice of the Customer Insights Analyst

Job Summary:

The Voice of the Customer (VOC) Insights Analyst collaborates with leadership to identify and outline deliverables that will improve the experience for our customers (Member and Provider), driving innovation and efficiencies within the call center.

Essential Functions: Leverage Microsoft Copilot, Power Platform, and AI-enabled productivity tools to automate processes, enhance customer insights, improve reporting efficiency, and drive strategic business decisions.

Apply responsible AI practices, prompt engineering, and conversational design principles to develop scalable, user-centered solutions that enhance the Member, Provider, and Specialist experience.

Design, build, and maintain conversational AI solutions using Microsoft Copilot Studio, including custom copilots, topics, generative responses, and workflow integrations.

Turn complex data into compelling visual stories, taking into consideration market-specific nuances, using PowerPoint charts, dashboards and presentations with clear and actionable insights that influence executive decision-making.

Develop dashboards, scorecards, executive summaries, and recurring performance reports that translate data into clear business narratives.

Support the Service Excellence Team in conducting research on industry best practices and benchmarks.

Leverage speech and interaction analytics tools to identify call drivers, behavioral trends, Member/Provider sentiment, and opportunities to reduce contacts.

Identify key drivers of Member and Provider experiences and integrate customer feedback into operational, process, and strategic improvements.

Collaborate with cross-functional teams to ensure that insights are translated into actionable improvement initiatives.

Monitor the effectiveness of implemented solutions and provide feedback for further optimizations.

Continuously ask “why” and explore new ways to approach and solve problems, driving a culture of innovation.

Build and sustain closed-loop feedback processes that drive measurable improvements in satisfaction, retention, and loyalty.

Perform any other job related duties as requested.

• Education and Experience: Bachelor's degree in Program Management, Business Analysis, or a related field required
• Equivalent years of relevant work experience may be accepted in lieu of required education
• Two (2) years customer service experience related to healthcare payer dealing with both members and providers required
• Competencies, Knowledge and Skills: Proficiency in Microsoft Excel and PowerPoint is required
• Critical thinking, creative problem-solving, knowledge and experience with journey mapping and storytelling (personas, journey mapping), strongly preferred
• Familiarity with creating agentic experiences that proactively anticipate user needs, adapt in real time, and deliver personalized healthcare solutions, strongly preferred
• Ability to analyze processes and produce recommendations for improvements is required
• Ability to develop, prioritize and accomplish goals
• Ability to keep current on technologies through self-directed learning
• Excellent written and verbal communication skills
• Strong interpersonal and active listening skills
• Licensure and Certification: None
• Working Conditions: General office environment; may be required to sit or stand for extended periods of time
• Up to 15% (occasional) travel based on the needs of the department may be required