This position is part of the Member Engagement Marketing team which provides the business with a deeper understanding of the Company's consumers and members. The Member Experience Analyst will analyze communications data, work with business partners to identify and classify communications, and document processes for gathering and organizing the information to establish a repeatable process; in addition to the following responsibilities:
Lead a cross-functional, collaborative group of key stakeholders, including member strategy teams and communication owners across various lines of business to identify communications.
Work closely with member strategy data consultant to validate, classify, and map communications data and document a repetitive process for future use.
Build visual mapping of communications for key member populations using Microsoft Visio
Develop a working knowledge of the company, its products, the healthcare industry, and the regulatory agencies that govern us in order to better understand the member experience.
The successful candidate will have a Bachelor’s degree and will possess experience designing journey maps or user experience. Candidate will be comfortable leading a group of their peers across business areas to accomplish common goals. General health insurance or healthcare knowledge is preferred.
About the Department: The best-in-class Engagement Marketing team provides a deeper understanding of consumers and the Company's members. This group leads member strategies that more effectively engage and retain members. To assist in developing and implementing personalized, consumer-centric experiences, we are seeking a Member Experience Analyst. This position will focus on visually mapping member communications to better understand our consumers’ journey to help develop insights for member engagement strategies, and create highly effective communication campaigns and programs to improve customer engagement, retention, and health outcomes. To be successful, this role requires strong communication skills that drive decisions and actions, proficiency creating and updating flow charts in Microsoft Visio, strong ability coordinating a cross-functional team, as well as analyzing and organizing data.