Data Analyst – Customer Experience
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Job Description
Data Analyst leveraging SQL and analytics to drive operational excellence in customer experience at a healthcare startup. Collaborating with leadership to translate data into actionable strategies.
Responsibilities:
- Drive Operational Excellence: Proactively identify bottlenecks and inefficiencies in our processes. You will serve as the bridge between raw data and customer experience team strategy, transforming complex datasets into actionable insights and operational improvements that drive the business forward.
- Build Scalable Analytics: Design, build, implement, and maintain tracking systems and dashboards in HEX that automate manual reporting on operational metrics. You will ensure stakeholders have self-serve access to the metrics that matter most.
- Curate the Data Layer: Collaborate with engineering to maintain clean, reliable data models. You will help refine our SQL transformations to ensure our data infrastructure scales with our growth.
- Synthesize & Communicate: Translate technical findings into clear, concise recommendations for non-technical audiences. You will tell the story behind the data, helping leadership understand *why* trends are happening and *what* to do about them.
- Wrangle Complex Data: Perform detailed work with structured and semi-structured data (including nested JSON) to extract relevant signals from the noise.
- Support the Workforce Management and System Admin team on analytics and capacity planning projects and dashboards as bandwidth allows — functioning as an extension of the data function from within CX
- Provide an analytical bridge between CX operations and the broader company data infrastructure.
Requirements:
- 3+ Years of Experience in data analytics
- Advanced SQL & Snowflake: You should be comfortable writing complex queries, joining across multiple tables, and debugging data issues independently & you can extract and manipulate data from cloud data warehouses like Snowflake
- BI & Dashboarding: Experience building dashboards and reports in a BI or data visualization tool (HEX experience is a plus; Looker, Tableau, Metabase, or similar is fine)
- Data Wrangling Expertise: Comfort working with messy, real-world operational data — you know how to QA your own work and flag when something looks off
- Analytical Mindset: Ability to translate ambiguous business questions into a clear analytical approach, and then explain your findings to non-technical stakeholders
- Strong Communication: You'll be working closely with CX leadership and need to be able to present findings clearly
- Startup Background: Comfortable in a fast-moving startup environment where the reporting structure will evolve and you'll be expected to help define it.
- Applicants must be based in the United States.
Benefits:
- Fraudulent Recruitment Advisory: Solace Health will NEVER request bank details or offer employment without an interview. All legitimate communications come from official solace.health emails only or ashbyhq.com. Report suspicious activity to [email protected] or [email protected].
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