Digital Analyst
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Job Description
Digital Agent Analyst optimizing enterprise-wide IVA processes and enhancing operational effectiveness. Collaborating with cross-functional teams to drive data-driven improvements and member experience.
Responsibilities:
- Oversee overarching trends within the IVA and all AI functionality, utilizing data to improve overall performance for call containment
- Define, optimize, and govern enterprise-wide IVA processes
- Analyze key performance indicators (KPIs) across all plans for self-service to assess operational efficiency of the IVA and financial health of the overall business
- Develop and maintain dashboards, reports, and models to track performance trends and forecast outcomes
- Collaborate with cross-functional teams to identify performance gaps and recommend actionable solutions
- Support strategic planning and budgeting processes with data-driven insights
- Conduct root cause analysis on performance issues
- Monitor call trends and member/client satisfaction to inform benchmarking and strategic initiatives
- Assist in the design and implementation of performance management frameworks within the IVA and AI functions
- Provides data-driven answers or solutions to business questions through assigned projects of moderate to high complexity
- Utilizes strong consultative and collaborative approach in working with internal business partners to anticipate and address needs; effectively translates business questions or needs into solution and associated requirements
- Identifies opportunities for improvement of processes and leads process improvement efforts
- Analyze and derive findings, identify impacts, and formulate ideas, options, and recommended actions
Requirements:
- High School Diploma or GED
- Bachelor’s degree in Business, Finance, Economics, Data Analytics (or related field), or equivalent experience
- 3+ years of experience in business analysis, performance management, or strategic planning
- Experience in managing cross-functional projects and initiatives
- Proficiency in data visualization tools (e.g., Power BI, Call Center Platforms, AI Platforms) and advanced Excel skills
- Understanding of Lean Six Sigma or other process improvement methodologies
- Strong operational knowledge with data modeling and statistical analysis
- Ability to build partnerships and work collaboratively
- High level of confidentiality
- Excellent communication and presentation skills with the ability to translate complex data into actionable insights
- Strong attention to detail
- Demonstrate the ability to act upon deadlines that may change often
- Analytical mindset with a focus on measurable outcomes and continuous improvement
- Ability to present and manage up to executive level audiences
- Ability to prioritize, manage multiple tasks and projects, and meet deadlines in a fast-paced environment
- Detail-oriented with strong problem-solving and critical thinking abilities.
Benefits:
- Health and Life Insurance Plans
- Dental and Vision Plans
- 401(k) with a company match
- Paid Time Off and Holiday Pay
- Maternity/Paternity Leave
- Casual Dress Environment
- Tuition Reimbursement
- MTM Perks Discount Program
- Leadership Mentoring Opportunities
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