Lead Insights Analyst (Customer Insights)

Requirements • 4+ years of experience in an analytical role, with intermediate SQL and some experience with dashboarding software, • Healthcare experience in either the patient, provider, or payor spaces, • Experience working with projects that use data to drive improvements in customer experiences, • Love building presentations & data visualizations – telling both the customer story and the business impact, • Research shows that some groups hesitate to apply unless they meet every qualification. If you’re excited about this role but don’t check every box, we encourage you to apply. At Grow, we value diverse experiences, transferable skills, and the unique strengths each person brings What the job involves • We’re looking for an experienced Lead Customer Insights Analyst for the Business Operations team who is passionate about improving the landscape for mental healthcare, • You will be responsible for working with Operations and Cross-Functional Leadership to drive improvements in the end-to-end, holistic customer experience across Grow Therapy touchpoints, • You will surface, size, and prioritize opportunities that meaningfully improve customer satisfaction & business outcomes – including client/provider sentiment, touchpoint satisfaction, and operational excellence, • You will approach Insights projects both creatively and analytically, using different tools in your toolkit to help decision-makers understand the current state, pain points, and actionable solutions, • You should have intermediate SQL skills, able to combine operational data across multiple sources to paint a full picture of the available data about customers, • You should also have a strong skillset in building presentations, visualizing data, and synthesizing insights across different sources to drive alignment & action towards solutions, • A “nice-to-have” is if you have some experience working with survey data, including dashboarding longitudinal survey data, • Some projects will also involve process/journey mapping, stakeholder ideation & design thinking workshop facilitation, survey methodology, or conducting primary research with customers; you ideally either have experience/exposure in some of these skills, or are a quick learner with a keen interest in this type of work, • This is an ideal role for candidates who either have a background in quantitative UX research & insights (with a strong SQL skillset) or a background in data analytics with strong presentation & communication skills (interested in pivoting to an insights role), • Analyzing customer sentiment data collected from internal users & external audiences to identify pain points & opportunities, • Pulling internal data across different data sources to size impact on KPIs, • Creating presentations that combine quantitative findings with qualitative insights, • Working with various Business Operations stakeholders on identifying key questions, translating to a project plan, and sharing back findings & recommendations Apply tot his job Apply To this Job