Experience and Outcomes Analyst

Easter Seals Southern California, Inc.; North Ontario (CA); Hybrid; USD 106,075,000 - 128,943,000; Full time

Job summary

Easterseals Southern California is seeking an Experience & Outcomes Analyst to measure, analyze, and report on engagement, customer success, and service outcomes. You will help leaders identify opportunities, strengthen programs, and drive continuous improvement with data-driven insights.

The role requires designing surveys, consolidating data from multiple sources, and building dashboards to communicate meaningful trends.

Qualifications

• Bachelor's degree in Business Analytics, Data Analytics, Statistics, Psychology, Sociology, Public Health, Healthcare Administration, Human Services, Organizational Development, or related fields.
• Master's degree preferred in Public Health, Healthcare Administration, Business Analytics, Organizational Development, Psychology, Social Sciences, Data Science, or related field.
• Minimum four (4+) years of analytics, reporting, program evaluation, survey administration, or related experience.
• Experience designing surveys, analyzing quantitative and qualitative data, and developing dashboards.
• Proficiency with Excel and analytics, survey, database, reporting, or visualization tools.
• Ability to translate data into actionable insights for leadership.

Responsibilities

• Supports enterprise-wide experience measurement systems and dashboards.
• Collaborates with Engagement Director and partners to define reporting needs.
• Designs, administers, and analyzes experience and outcomes surveys.
• Prepares dashboards, scorecards, and summaries for leadership review.
• Performs quantitative and qualitative analysis, trend and theme identification.
• Translates complex data into clear, actionable findings for leadership.

Skills

Excel

Power BI

Qualtrics

Microsoft Forms

CRM systems

Data visualization

Education

Bachelor's degree in related field

Master's degree preferred

Tools

Power BI

Qualtrics

Microsoft Forms

Job description

Easterseals Southern California transforms lives every day. For over a century, Easterseals has championed inclusion and independence—delivering essential services like early childhood programs, autism services, employment and independent living support to more than 29,000 people each year. Through advocacy and education, we break barriers and create opportunities for the one-in-four Americans with disabilities.Join Easterseals Southern California as an Experience & Outcomes Analyst and help turn meaningful data into insights that improve experiences for associates, customers, and the people we serve. In this role, you’ll support the measurement, analysis, and reporting of engagement, customer success, service excellence, and outcomes data—helping leaders identify opportunities, strengthen programs, and drive continuous improvement. This is a great opportunity for someone who enjoys working with data, telling a clear story through insights, and contributing to a high-quality, person-centered service environment rooted in ESSC’s mission and values.Starting Pay: $37 - $45/Hour DOEOVERVIEW OF POSITION:Reporting to the Engagement Director the Experience & Outcomes Analyst I supports the measurement, analysis, and reporting of experience and outcomes data that informs associate engagement, customer success, service excellence, and organizational improvement efforts. In all responsibilities, this position demonstrates a strong commitment to ESSC’s mission and values by supporting a high quality, person-centered service environment.ESSENTIAL FUNCTIONS:Supports enterprise-wide experience measurement systems, including associate engagement surveys, pulse surveys, culture assessments, feedback tools, outcome measures, dashboards, and reporting practices.Collaborates with the Engagement Director and cross-functional partners to support measurement objectives, key indicators, data needs, and reporting processes.Designs, administers, and analyzes assigned experience and outcomes surveys.Consolidates and standardizes data from multiple sources to help create a unified view of experience, engagement, customer success, and organizational performance trends.Prepares dashboards, scorecards, report summaries, and materials for leadership review that communicate meaningful insights related to assigned experience and outcomes surveys.Conducts quantitative and qualitative analysis, including trend analysis, theme identification, sentiment review, benchmarking, and crosswalks between measures, themes, and recommendations.Supports survey governance by applying consistent standards for survey design, accessibility, administration, data privacy, documentation, and reporting quality.Translates complex data into clear, actionable findings and data-informed recommendations for leadership review.Builds and maintains evidence repositories, data dictionaries, reporting documentation, and standard work products that improve consistency, reliability, and transparency of measurement practices.Collaborates with technology, quality, operations, engagement, and customer success partners to improve data collection workflows, reporting processes, leader access to actionable insights, and use of data in engagement and customer success planning.Supports the Engagement Director by preparing data summaries, reports, and documentation for department planning, accreditation, grant-related requests, and leadership review, assigned.Maintains knowledge of emerging practices in employee engagement, organizational culture assessment, customer experience, outcomes measurement, data visualization, and service excellence analytics.Performs other duties as assigned.EDUCATION:Bachelor's degree required in Business Analytics, Data Analytics, Statistics, Psychology, Sociology, Public Health, Healthcare Administration, Human Services, Organizational Development, Business Administration, Research Methods, Data Science, or a related field.Master's degree preferred in Public Health, Healthcare Administration, Business Analytics, Organizational Development, Psychology, Social Sciences, Data Science, or a related field.EXPERIENCE:Minimum four (4+) years of progressively responsible experience in analytics, reporting, program evaluation, survey administration, research, customer experience, employee engagement, healthcare operations, quality improvement, human services, or related fields.Experience designing surveys, analyzing quantitative and qualitative data, developing dashboards, or preparing reports that support organizational decision-making preferred.Experience in healthcare, nonprofit, disability services, social services, human services, or government-funded service delivery models preferred.EXPECTED NUMBER OF DIRECT REPORTS: Direct- 0 Indirect- 0KNOWLEDGE, SKILLS, ABILITIES:Strong analytical, critical thinking, and problem-solving skills, including the ability to identify patterns, risks, opportunities, and practical recommendations from complex information.Proficiency with Microsoft Excel and working knowledge of analytics, survey, database, reporting, or visualization tools such as Power BI, Qualtrics, Microsoft Forms, CRM systems, or similar platforms.Ability to design, administer, analyze, and interpret surveys and feedback tools for multiple stakeholder groups.Ability to develop dashboards, scorecards, reports, summaries, and visualizations that support decision-making and continuous improvement.Ability to analyze quantitative and qualitative data, identify trends and themes, and translate findings into practical recommendations.Knowledge of experience measurement, employee engagement, customer success metrics, participant feedback, outcomes reporting, and service excellence analytics.Knowledge of survey design, measurement methodology, data quality, data governance, accessibility, confidentiality, and reporting best practices.Ability to work with multiple data sources, reporting systems, and stakeholder groups to produce timely, accurate, and actionable insights.Ability to communicate complex data, trends, and recommendations clearly to audiences with varying levels of technical knowledge.Ability to manage multiple priorities, reporting requests, deadlines, and stakeholder needs while maintaining accuracy and attention to detail.Ability to synthesize quantitative and qualitative data into concise, actionable insights for leadership, operational, and frontline audiences.Ability to work under the direction of the Engagement Director to prioritize reporting requests, support consistent measurement practices, and align analytics work with engagement and experience priorities.Ability to obtain and maintain a criminal record/fingerprint clearance from the Department of Justice and Federal Bureau of Investigation per Easterseals Southern California and/or program requirements.Must pass all drug testing required by ESSC.PHYSICAL REQUIREMENTS IN ACCORDANCE WITH ADA:Carrying/Lifting:Occasional/ Up to 30 lbs.Standing:Occasional / Up to 3 hours per day.Sitting:Constant / Up to 8 hours per day.Walking:Occasional / Up to 3 hours per day.Travel:Hybrid position. Required onsite at Irvine office one (1) to two (2) times per month. Travel to other locations may be required.Repetitive Motion/Activity:Keyboard activity, telephone use, and writing.Visual Acuity:Ability to view computer monitors and read newsprint.Environmental Exposure:None.