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Christian Care Ministry · 2 months ago

Experience Insights Analyst

Melbourne, FL | Hybrid

Full-time

Hybrid

Mid, Senior Level

$52K/yr - $71K/yr

5+ years exp

Christian Care Ministry is a healthcare sharing ministry for Christians, dedicated to connecting people to a faith-centered community wellness experience. The Experience Insights Analyst plays a crucial role in gathering and analyzing member feedback to provide insights that support strategic decision-making and enhance member experience.

Financial ServicesHealth CareNon Profit

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

Qualification

Analytical skillsCustomer experience surveyingAnalysis toolsLean Six Sigma CertificationSurvey Instrument ExperienceCommunication skillsProblem solvingTime managementCollaborationSelf-starter

Required

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

Strong analytical skills with the ability to interpret both qualitative and quantitative information

Excellent written and verbal communication skills; able to deliver feedback to diverse audiences

Critical thinking, problem solving skills that translate to actionable insights

Advanced knowledge in customer experience surveying and performance management metrics

Demonstrated ability to deliver visually engaging presentations tailored for executive audiences

Knowledge and experience with reporting and analysis tools such as Excel, Tableau, and PowerBI

Ability to build trust and collaborate across teams and departments

Strong multi-tasking, problem-solving, and time management skills

Knowledge of process improvement principles

Self-starter – ability to work independently without detailed supervision

Ability to build models and visualizations so users can quickly uncover insights from data

Manages ambiguity: Operates effectively, even when things are not certain or the way forward is not clear

Communicates effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences

Organizational savvy: Maneuvers comfortably through complex policies, processes, and people-related organizational dynamics

Situational adaptability: Adapts approach and demeanor in real time to match the shifting demands of different situations

Optimizes work processes: Knows the most effective and efficient processes to get things done, with a focus on experience and continuous improvement

Customer Focus: Builds strong customer relationships and delivering customer-centric solutions; fully committed to serving members by prioritizing their needs first in alignment with CCM's programs' purpose

Humble – a mindset that honors others, shares credit, accepts critique and reflects an honest view of oneself

Hungry – a diligent, self-motivated pursuit of excellence; eager to grow, serve, solve problems, and steward responsibility with tenacity

Smart – emotional intelligence expressed through wise, thoughtful interaction; engaging others with discernment, restraint and relational awareness

Preferred

Lean Six Sigma Certification

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

Company

Christian Care Ministry

Christian Care Ministry (CCM) is a non-profit that administers Medi-Share, a healthcare sharing program where Christians come together to share each other’s medical bills.

Founded in 1993

Melbourne, Florida, USA

501-1000 employees