Senior Business Analyst

Confido Health; Bengaluru; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Confido Health is seeking a senior analytics professional to bring clarity and structure to Customer Experience operations. You will define what gets measured, own end-to-end reporting, and evolve the CSA framework for consistent client assessment.

You will also build CX playbooks and drive data-driven improvements with leadership. The role focuses on turning data into actionable insights, automating processes with AI, and partnering with CX and engineering to scale impact across clients in a

Qualifications

• Strong business analytics will turn ambiguous problems into solid analysis.
• Strategy or consulting judgment with hands-on data skills is valued.
• Experience working with clients or stakeholders to drive decision-making.
• Independence with AI tools to automate heavy lifting while owning the final analysis.
• Proven ability to manage processes, programs, and multiple priorities across teams.
• Excellent written and verbal communication in a fast-moving environment.

Responsibilities

• Define what gets measured: set metrics, reports, and data to answer business questions.
• Own enterprise reporting end to end, building daily/weekly analyses and ensuring data quality.
• Develop and evolve the Current State Assessment framework for consistent client evaluation.
• Build CX operating system: playbooks, templates, and tooling for scalable processes.
• Identify improvement opportunities, frame insights for executives, and drive actions with CX leadership.

Skills

Strong business analytics

Strategy/consulting judgment

Client/stakeholder experience

Independent with AI tools

Process and program management

Clear written and verbal communication

Job description

Healthcare’s systems of record have spent decades documenting care. We are building the system of action that delivers it.

Confido Health is the agentic operating layer for healthcare operations. It answers every call, completes every workflow, and works inside the systems practices already run on. Scheduling, faxes, insurance, prior authorizations, refills, payments, and EHR updates move from agent to agent and system to system. Patients, providers, payers, and pharmacies are connected end to end. Clinical teams get their time back for patients.

Here is what that looks like today:

• 1 in 50 Americans can access care through Confido Health.
• The platform reaches 95%+ AI handle rates on critical office workflows.
• Clinics gain 3–5 FTEs of capacity within three months of going live.

To bring the system of action to every practice in the US, we’ve raised $25.5M across Seed and Series A. Our backers include Z47, Blume Ventures, Together Fund, MedMountain Ventures, Kanav Hasija, healthcare private equity veteran Justin Saks, and other leading investors.

The Role

Bring clarity, structure, and insight to how Customer Experience runs at Confido Health.

As we scale, clear and reliable insight becomes central to how we serve customers and run the business. You will decide what gets measured, make sure the data is right, and explain what it means. You will also bring structure to how Customer Experience operates at scale: how customer health is assessed, how risk is caught early, and how client-facing teams turn insight into action.

This is a senior, business-facing seat at the intersection of analytics, strategy, and CX operations, with direct customer exposure. It is not a dashboard-building job, and it grows into a larger share of customer engagement as we scale.

What You’ll Own

1. Define what gets measured

• Start from a customer’s business question and set the metrics, reports, and data that answer it.
• Define, track, and regularly review CX KPIs across clients and delivery teams.

2. Own enterprise reporting end to end

• Build and run the daily and weekly analyses customers rely on.
• Be the standard for data quality: nothing reaches a customer unless it is accurate and reliable.

3. Customer health and the Current State Assessment

• Own and evolve the Current State Assessment (CSA) framework so every client is assessed the same way.
• Synthesize quantitative inputs (usage, handle rates, outcomes) and qualitative ones (call transcripts, client feedback) into clear customer health summaries.
• Identify pain points, churn risk, and expansion opportunities, and drive sprint-based workflow improvements to address them.
• Frame the story and present findings that executives, both ours and our customers’, can act on.
• Share regular insights and recommendations with CX leadership and client-facing teams, then implement them end to end with CX leadership and engineering.

5. Build the CX operating system

• Build, refine, and maintain CX playbooks, templates, and handbooks informed by internal learnings and market research.
• Standardize CSA, onboarding, and client‑management tooling, using automation and AI so processes are repeatable and scalable.
• Support prioritization frameworks that keep client‑facing teams focused on high‑impact work.
• Partner with forward‑deployed engineers so reporting and operations scale without manual drag.
• Own select accounts alongside the analytics.

What Success Looks Like

• Customer reporting is accurate, consistent, and trusted.
• The Current State Assessment is standardized across all clients.
• CX KPIs are clearly defined, tracked, and reviewed on a regular cadence.
• CX hygiene and customer health are measurable and visible, and churn risk is flagged before it becomes churn.
• Playbooks and templates are actively used by client‑facing teams.
• Manual reporting work steadily shrinks through automation and AI.

What We’re Looking For

• Strong business analytics. You turn an ambiguous problem into a sound analysis and explain what it means for the business.
• Strategy or consulting judgment with hands‑on data skills. Experience in management consulting, strategy & operations, or business/product analytics.
• Client or stakeholder experience, and the confidence to ask what decision a report is meant to support.
• Accurate, dependable work and close attention to detail.
• Independence with AI tools, using them to automate heavy lifting while keeping full ownership of the final analysis.
• Process and program management. You have improved processes, templates, or operating models, and can run multiple priorities across teams.
• Clear written and verbal communication, and comfort in fast‑moving, evolving environments.

Nice to have

• US healthcare, health tech, or regulated‑industry experience (healthcare consulting is a plus).
• Experience with CX functions, KPIs, or customer health frameworks.
• Exposure to AI‑driven or data‑heavy products.