Client Experience & Ops Optimization Analyst

Triwill Group; Charlotte (NC); Hybrid; USD 82,000 - 103,000; Full time

Job summary

Judi Health is seeking a Senior Analyst, Client Experience & Optimization (CERO) in Charlotte, NC, hybrid role. You will coordinate risk-based programs across intake, routing, and resolution, driving operational excellence and client outcomes.

Responsibilities include validating issues, building process maps, dashboards, and KPI reporting, and partnering with Analytics to improve data quality and performance across Client Services.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3-5 years of experience in client services, operations, analytics, or process improvement roles.
• Ability to coordinate cross-functional projects and keep timelines on track.
• Ability to analyze data and build recurring reporting and dashboards.
• Strong documentation, organization, and attention to detail.
• Interest in process optimization, automation, and risk.

Responsibilities

• Coordinate intake review, validation, routing, and tracking of issues and projects.
• Lead cross-functional workstreams from intake through resolution.
• Create and maintain SOPs and workflow maps for process improvement.
• Analyze volume, categories, SLA, trends; identify root causes.
• Develop dashboards and KPI reporting; support data-quality improvements.
• Support automation of reporting and tracking; partner with Manager.

Skills

Cross-functional coordination

Data analysis

Dashboard reporting

Documentation

Communication

Process improvement

Education

Bachelor’s degree or equivalent experience

Tools

SQL

Power BI

Tableau

Excel Power Query

Python

Job description

Judi Health is seeking a Senior Analyst, Client Experience & Optimization (CERO) in Charlotte, NC, hybrid role. You will coordinate risk-based programs across intake, routing, and resolution, driving operational excellence and client outcomes.

Responsibilities include validating issues, building process maps, dashboards, and KPI reporting, and partnering with Analytics to improve data quality and performance across Client Services.