Senior Consumer Experience Analyst

Position Purpose: The Consumer Experience Analyst Sr. is responsible for utilizing a variety of analytical techniques, current system applications, consumer research data, call center and other ad hoc and system generated reports and other data sources within the organization to address business objectives. This position will be tasked with supporting organizational initiatives using benchmark data and insights as well as offering support for internal and external processes. The Senior Consumer Experience Analyst will also suggest improvements based on data analysis.

Key Details: The role designs workflows, defines business requirements, supports testing and stakeholder validation, and serves as a cross-functional subject-matter expert. Healthcare experience is preferred.

• Manages the analytics applications and resources related to consumer activity.
• Evaluates the effectiveness of consumer-centric campaigns and outreach by tracking outreach effectiveness and providing feedback of findings with actionable recommendations for performance improvements.
• Develops and maintains the Member Experience processes and journey maps. Utilizes Member Insights data to aggregate key performance metrics by consumer-facing channels which may include analyzing outcomes to ensure business needs are met.
• Effectively and accurately communicates analysis results and/or trends to stakeholders including deliverables, conclusions and recommendations for change or improvement by partnering with Consumer Experience Managers.
• Delivers analytics of consumer activity across a range of business lines using a variety of tools; devises, runs, and analyzes A/B tests and provides UAT support for Member Experience Initiatives.
• Selects appropriate methods and tools to guide completion of assignments.

Highly Preferred Experience & Skills

• Healthcare experience
• Experience leading cross-functional initiatives from discovery through implementation
• Skilled in journey mapping, stakeholder engagement, and user acceptance testing
• Strong communicator who translates business requirements into functional outcomes
• 90% Remote and 10% Travel for in office meetings/trainings.
• Strong preference for candidates located in the Eastern or Central time zones.

Education/Experience:

Bachelor’s degree in Economics, Statistics, Marketing, or related field experience. Four to six years of data extraction, reporting and analysis in a professional environment, with previous experience with Microsoft Access preferred. Minimum of three years data collection and analysis experience in a consumer oriented industry
License/Certification:
Government Security/Clearance/Citizenship Requirements:

At Centene, we connect people to the care they need to live healthier lives — and the work you do here makes that impact real every day. You’ll take on meaningful challenges that directly support individuals, families, and communities, building your skills while making healthcare more accessible and effective. It’s work with a purpose you can see, backed by a team committed to improving lives well beyond the workday.
 

Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules.  Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status.  Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility.

Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act