Analyst, Client Experience & Optimization

Judi Health; Charlotte (NC); Hybrid; USD 82,000 - 103,000; Full time

Job summary

Judi Health in Charlotte, NC is seeking an Analyst to drive Client Experience & Optimization within Risk Management. You will coordinate risk-based initiatives, validate issues, and produce analytics to support performance guarantees and client outcomes.

The role emphasizes dashboards, SOPs, and process improvements with a Bachelor's degree and 3-5 years in analytics or related fields. Hybrid 3 days in-office.

Qualifications

• Bachelor's degree or equivalent experience required.
• 3-5 years in client services, operations, analytics, or process improvement roles preferred.
• Ability to coordinate cross-functional projects and keep timelines on track.
• Ability to analyze operational data and build recurring reporting and dashboards.
• Strong documentation, organization, and attention to detail.
• Proficiency with spreadsheets and workflow tools; experience with structured data.

Responsibilities

• Support intake review, issue validation, routing, and tracking of client-impacting issues and initiatives.
• Coordinate cross-functional workstreams and project plans from intake through resolution.
• Create and maintain process documentation, SOPs, and workflow maps for process improvement.
• Analyze intake volume, categories, SLA performance, trends, and risks to identify practical solutions.
• Develop and refine dashboards, KPI reporting, and trend analyses for client services.
• Support automation of manual reporting and tracking processes to boost efficiency.
• Identify inefficient processes and partner with management to implement improvements.
• Collaborate with stakeholders to improve data quality and reporting accuracy.
• Participate in cross-functional planning and readiness activities for outcomes.
• Lead small initiatives.

Skills

Cross-functional coordination

Data analysis

Dashboard reporting

Process improvement

Communication

Education

Bachelor’s degree or equivalent experience

Tools

SQL

Power BI

Tableau

Excel Power Query

Python

Jira

Job description

Analyst, Client Experience & Optimization

Charlotte, North Carolina, United States

Judi Health is a health technology company providing benefit administration solutions to employers, unions, health plans, and government entities. Judi Health replaces fragmented, outdated systems with the industry's first Unified Claims Processing™ architecture, seamlessly consolidating pharmacy and medical benefit administration on a single, secure platform. By delivering true price transparency, eliminating unnecessary middleman fees, and leveraging advanced AI-powered care delivery, Judi Health helps clients achieve unprecedented operational efficiency and service levels.
At Judi Health, we're deploying the infrastructure our country needs to deliver the healthcare we all deserve. We are the intelligence platform powering benefits plans for millions of Americans and proudly leading the next generation of care. To learn more, visit www.judi.health .

Location :Hybrid 3 days (offices in NYC, Denver, CO and Charlotte, NC area)

Position Summary:

The Senior Analyst, Client Experience & Optimization (CERO) supports the Risk Management function by independently coordinating risk-based operational initiatives from intake through execution, using judgment to develop approaches, evaluate cross-functional inputs, and elevate risks or barriers at appropriate decision points. The Analyst validates, routes, and tracks client-impacting issues; coordinates cross-functional workstreams; and produces analysis and reporting that support performance guarantee, audit, finance, and client-experience outcomes. This role identifies operational gaps and recurring risk patterns, develops and maintains process documentation and workflow maps, builds operational dashboards and KPI reporting, and supports the automation of manual processes to improve consistency, data quality, and operational efficiency across Client Services. The Analyst applies proficiency in spreadsheets, workflow tools, and structured data, together with project-coordination and analytical skills, to surface improvement opportunities and advance operational excellence.

Position Responsibilities:

• Support intake review, issue validation, routing, and tracking of client-impacting issues, projects, and cross-departmental initiatives, ensuring accurate ownership and visibility into ongoing work.
• Coordinate and execute cross-functional workstreams and project plans that move risk-based operational initiatives from intake through resolution.
• Create and maintain process documentation, SOPs, and workflow maps that support process improvement and feed operational knowledge-base needs.
• Analyze intake volume, issue categories, SLA performance, workflow trends, and cross-functional inputs to evaluate root causes, identify client-impacting operational trends and bottlenecks, and recommend practical solutions based on available data, precedent, and operational risk.
• Develop, maintain, and refine operational dashboards, KPI reporting, and recurring trend analysis that provide visibility into Client Services operational activity, using reporting outputs to identify risk patterns, support decision-making, and partner with Analytics on dashboard enhancements and data-quality improvements.
• Support the automation of manual reporting and tracking processes to reduce manual effort and improve efficiency.
• Identify manual or inefficient processes and recurring risk patterns, and propose and support implementation of improvement opportunities in partnership with the Manager.
• Partner with stakeholders to improve data quality and reporting accuracy.
• Participate in cross-functional planning, problem-solving, and readiness activities that support Client Services, audit, and performance guarantee outcomes.
• Lead small initiatives

Required Qualifications:

• Bachelor’s degree or equivalent experience
• 3-5 years of experience in client services, operations, analytics, or process improvement roles
• Ability to coordinate and execute cross-functional projects and workstreams from intake through completion, keeping tasks, timelines, and stakeholders on track
• Ability to analyze operational data and build recurring reporting and dashboards to identify trends and support decision-making
• Strong documentation, organization, and attention to detail
• Proficiency with spreadsheets and workflow tools, including the ability to analyze structured data and identify trends
• Interest in process optimization, automation, and operational risk
• Strong written and verbal communication skills and the ability to work across cross-functional teams
• Project coordination or process improvement experience

Preferred Qualifications:

• Experience with SQL, Power BI, or Tableau.
• Experience with Excel Power Query; Python is a plus.
• Business process mapping, workflow automation, and project-tracking tools such as Jira.
• Formal project management methodology or certification (e.g., Agile/Scrum, PMP).
• Experience in healthcare, PBM, health plan, or payer environments.
• Familiarity with performance guarantees, audit, or operational risk programs.

Charlotte, NC Salary Range

$82,000 - $102,500 USD

All employees are responsible for adherence to the Judi Health Code of Conduct including the reporting of non-compliance. This position description is designed to be flexible, allowing management the opportunity to assign or reassign duties and responsibilities as needed to best meet organizational goals.

We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, medical condition, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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