VoC Insights Analyst — Remote CX & Data Storyteller
Convergys
Turn this role into an interview — a resume and cover letter built around what this employer wants.
Job summary
Concentrix is seeking a Customer Experience Insights Analyst (Voice of Customer) to partner with Speech Analytics and Insights teams. You will transform customer feedback, journey data, and AI-enabled tools into actionable recommendations for our client care operations.
The role requires a BS in a related field, at least two years in healthcare payer customer service, and strong Excel/PowerPoint skills. You will build dashboards, scorecards, and executive summaries, driving improvements in
Qualifications
- Bachelor's degree in Program Management, Business Analysis, or equivalent.
- Minimum of two years of customer service experience related to healthcare payer.
- Proficiency in Excel, PowerPoint, and CoPilot Studio.
- Strong written and verbal communication; ability to tell data-driven stories.
- Ability to travel as required.
Responsibilities
- Identify friction points in the member, provider, and specialist journey.
- Develop dashboards, scorecards, and executive summaries.
- Leverage AI, automation, and analytics to generate insights.
- Create visuals and storytelling from data for executive decision-making.
- Collaborate with cross-functional teams to translate insights into actions.
- Monitor effectiveness of solutions and iteratively optimize.
Skills
Education
Tools
Job description
Concentrix is seeking a Customer Experience Insights Analyst (Voice of Customer) to partner with Speech Analytics and Insights teams. You will transform customer feedback, journey data, and AI-enabled tools into actionable recommendations for our client care operations.
The role requires a BS in a related field, at least two years in healthcare payer customer service, and strong Excel/PowerPoint skills. You will build dashboards, scorecards, and executive summaries, driving improvements in
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
