Porter · 1 month ago
Member Experience Analyst
Florida
Full-time
Onsite
New Grad, Entry Level
$60K/yr - $65K/yrPorter Cares, Inc. is looking to bring on a Member Experience Analyst to join the Customer Success Team. The role focuses on analyzing interaction data and monitoring satisfaction trends to enhance service delivery and ensure high-quality member experiences.
DeliveryDelivery ServiceLast Mile TransportationLogisticsTransportation
Responsibilities
Monitor and analyze member interactions (call recordings, digital engagement, visit outcomes, and survey data) to assess quality, consistency, and effectiveness
Compile results from member satisfaction surveys, analyze themes, and produce client-facing reports that highlight engagement effectiveness and improvement opportunities
Document, categorize, and track member concerns and complaints; prepare timely reports with root cause analysis and recommended resolutions
Define, track, and report KPIs related to member engagement, including connection rates, satisfaction scores, and resolution turnaround times
Partner with Member Engagement, Client Success, and Operations teams to recommend and implement enhancements to outreach approaches, scripts, and workflows based on analytic findings
Coordinate routing of member referrals and flagged issues to the correct stakeholders, ensuring compliance with client and regulatory policies
Prepare regular analytic summaries, highlighting systemic trends, opportunities for training, and member experience risk factors
Support cross-functional initiatives aimed at optimizing the member journey, ensuring alignment between operational execution and member expectations
Qualification
Required
Strong analytical and organizational skills with proven ability to evaluate complex datasets
Proficiency in Microsoft Excel and data analysis tools (pivot tables, charts, trend reporting)
Effective written and verbal communication skills, with ability to translate insights into actionable recommendations
Proven ability to manage multiple priorities while maintaining attention to detail and process integrity
Ability to identify patterns, root causes, and actionable opportunities in member interaction data
Strong eye for detail in evaluating service delivery and adherence to standards
Clear, concise reporting and professional correspondence with stakeholders
Skilled in Excel, reporting dashboards, and complaint/issue tracking tools
Ability to work effectively across client success, engagement, and operations teams
Preferred
Experience in member engagement, healthcare administration, quality assurance, or contact center analytics
Familiarity with CRM, call monitoring, or workforce management platforms
Benefits
Medical, dental and vision benefits within 30 days of hire
Paid vacation and holidays
A fun team and special culture
Company
Porter
Porter offers logistics service solutions designed to help businesses streamline and optimize their last-mile delivery operations.
Founded in 2014
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$356.95MKey Investors
Elev8 Venture PartnersLightrockInnoVen Capital
2025-09-04Series Unknown· $25M
2025-05-08Series F· $200M
2025-05-08Secondary Market
Leadership Team
Uttam Digga
Co-Founder & CEO
Pranav Goel
Co-Founder and Executive Vice Chairman
Recent News
2025-12-09
2025-12-06
Deccan Chronicle
2025-12-02
Company data provided by crunchbase