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Senior Business Analyst, Customer Experience Operations

  • 0 yrs
  • $ Not Disclosed / YEAR

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Job Description

Hims & Hers Health, Inc. (better known as Hims & Hers) is a multi-specialty telehealth platform building a virtual front door to the healthcare system. Hims & Hers connects consumers to licensed healthcare professionals, enabling people to access high-quality medical care—from wherever is most convenient—for numerous conditions related to primary care, mental health, sexual health, skincare, and more. Launched in November 2017, the platform also offers thoughtfully created and curated health and wellness products. With products and services available across all 50 states and Washington, D.C., Hims & Hers’ mission is to make it easier for all Americans to access affordable care and treatment for conditions that impact their daily lives. In January 2021, the company was listed on the NYSE at an initial valuation of $1.6 billion and is traded under the ticker symbol “HIMS”. To learn more about our brand and offerings, you can visit forhims.com and forhers.com.


We are seeking an experienced, highly motivated and detail-oriented Senior Business Analyst of Customer Experience (CX) Operations to help support business-critical analysis, reporting and forecasting for the CX function. In this role you will discover and share insights to reduce contact rates while improving the overall experience of customers and our agent teams. Your work will directly support executive-level strategic decision-making and will help drive the operational strategy for the CX team and our cross-functional partners. This senior analyst will report into the Customer Experience team and will partner with various business teams including Marketing, Product Management, Engineering, Analytics and Finance/Accounting.


This is a great opportunity for someone with a strong analytical background who loves solving operational problems within a complex team structure, and for someone who can clearly communicate complex data sets and recommendations to a wide audience. It is a unique opportunity to not only help build the frameworks within CX but to help shape the direction of the overall customer experience we provide across the board. 


Responsibilities: 



  • Gather, interpret, and use data to develop actionable steps that will improve processes and optimize results within the CX team

  • Find trends within CX data and build analyses that support the 'why' of these trends; come with suggestions for the 'how' to shift those trends

  • Communicate trends, risks, and recommendations to leadership, in order to adjust operational strategies in real-time and enhance the effectiveness of the CX teams

  • Analyze business performance on a daily basis to identify issues/opportunities that are highlighted by the data, and then work with the various cross-functional teams to address those issues and opportunities

  • Run ad-hoc analyses and special initiatives, working with large data sets to assess business performance and inform business decisions


Experience/Skills:



  • Bachelor's degree (MBA preferred) with 5+ years of relevant experience, with a minimum of 2 years in consulting, finance / investment banking, operations, or similarly rigorous quantitative field

  • Experience in or supporting operational teams required; experience working in or in support of CX teams is strongly preferred

  • Expert proficiency with SQL

  • Experience with data visualization software (Looker/Tableau a huge plus)

  • Experience with Zendesk a plus

  • Excel proficiency including experience with data manipulations – Lookups, PivotTables, External Data Connections

  • Strong communication skills; ability to effectively communicate in a clear and concise manner

  • Strategic, analytical thinker with the ability to think through complex problems, determine proper analytical processes and procedures, independently derive conclusions and present results to the team

  • Detail-oriented and exceptionally organized

  • Self-motivated and proactive problem solver with a strong sense of ownership and ability to see beyond the numbers to understand the impact on the organization, teams, individual team members, and customers

  • Able to multitask, prioritize, and manage multiple projects in a fast-paced ambiguous environment


We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.