Responsibilities
- Create and oversee the analytics system for tracking Net Promoter Score and Customer Satisfaction across six key customer interaction points.
- Examine more than 160,000 annual call records and customer journey data to detect obstacles and recurring behaviors.
- Develop and sustain an early-alert retention model aimed at reducing avoidable customer churn.
- Evaluate and report service performance metrics such as escalations, journey continuity, and efficiency across Member, Broker, Group, and Affiliate segments.
- Monitor progress toward growth goals, including channel-specific growth and achieving a target of 25,000 net new members.
- Produce weekly dashboards tracking quotes, enrollment figures, and conversion rates by product line.
- Assess performance of partner and broker channels relative to monthly enrollment goals, tracking improvements in broker NPS and conversion rates.
- Turn data insights into practical enhancements for customer journeys and sales pipeline efficiency, providing leadership with analysis-driven recommendations.
Work Arrangement
Remote (Country)
