Customer Experience Analyst

GEHA (Government Employees Health Association, Inc., pronounced G.E.H.A.) is a nonprofit member association that provides medical and dental benefits to more than two million federal employees and retirees, military retirees and their families. We celebrate diversity and are committed to creating an inclusive environment for all employees.

GEHA has one mission: To empower federal workers to be healthy and well.

Offering one of the largest medical and dental benefit provider networks available to federal employees in the United States, GEHA empowers health and wellness by meeting its members where they are, when they need care. We serve our members with products they value and a personalized customer experience, sustained by a nimble and efficient organization. 

The Customer Experience Analyst is responsible for supporting customer experience (CX) and retention programs through data-driven survey design and implementation. Key responsibilities include supporting program launches, VOC survey and member panel management and optimization, and collaborating with cross-functional teams to enhance member engagement and insights. The position requires strong analytical skills matched with the ability to understand the impact of the data on driving actionable outcomes and supporting organizational goals.SKILLS

Key Duties Responsibilities:

• Designing, implementing, and reporting key quantitative and qualitative insights in an actionable, comprehensive format.

• Support the CX Director in regularly providing updates to key stakeholders and leadership. 

• Provides coordination, discussion documentation and actionable execution support across CX Initiatives to ensure appropriate prioritization and sequencing of activities,

• Leads design, membership, and survey design of G.E.H.A member panels or third-party panels using Disqo in support of VOC program needs and optimization.

• Supports CX coordination as needed including monitoring and re-directing “member inbox” which is a direct communication from members to G.E.H.A from marketing materials. Track results of common questions and issues to recommend improved experiences, processes, and communications.

• Other duties as assigned. 

Requirements: Education & Experience

• Bachelor’s Degree in a relevant area, additional years of qualifying related experience may be considered in lieu of formal education.

• 2-4 years of experience with Voice of the Customer technology (e.g., Qualtrics, Medalia).

• 2-4 years of experience in healthcare data analysis within the healthcare industry.

• Knowledge and experience in survey design, especially for voice-of-the-customer, retention, and future state initiatives.

• Experience designing surveys for virtual customer panels to create actionable insights.

• Strong understanding of technology platforms and systems across multiple business functions.

• Excellent communication skills with the ability to engage effectively at all organizational levels.

• Perform other duties as assigned.

Preferred:

• Leverage expertise in effective survey management and data analysis to optimize insights and drive data-informed decision-making.

• Experience using Disqo

Work-at-home requirements

• Must have the ability to provide a non-cellular High Speed Internet Service such as Fiber, DSL, or cable Modems for a home office.
• A minimum standard speed for optimal performance of 30x5 (30mpbs download x 5mpbs upload) is required.
• Latency (ping) response time lower than 80 ms
• Hotspots, satellite and wireless internet service is NOT allowed for this role.
• A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

How we value you

• Competitive pay/salary ranges
• Incentive plan
• Health/Vision/Dental benefits effective day one
• 401(k) retirement plan: company match – dollar for dollar up to 4% employee contribution (pretax or Roth options) plus a 6% annual company contribution
• Robust employee well-being program
• Paid Time Off
• Personal Community Enrichment Time
• Company-provided Basic Life and AD&D
• Company-provided Short-Term & Long-Term Disability
• Tuition Assistance Program

Please note that the salary information is a general guideline only. GEHA considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as, market and business considerations when extending an offer.

The annual base salary range for this position is $65,736 - $92,664 USD.

GEHA is an Equal Opportunity Employer, which means we will not discriminate against any individual based on sex, race, color, national origin, disability, religion, age, military status, genetic information, veteran status, pregnancy, marital status, gender identity, and sexual orientation, as well as all other characteristics and qualities protected by federal, state, or local law. GEHA will not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their compensation or the compensation of another employee or applicant. We are committed to creating an inclusive environment for all employees. Our diversity drives innovation deepens connections and strengthens our organization.

GEHA is headquartered in Lee's Summit, Missouri, in the Kansas City area. We recognize the importance of balance and flexibility and offer hybrid and work-from-home options for many of our roles.