Remote Pharmacy CX Senior Insights Analyst

CenterWell Senior Primary Care; United States; On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Remote-friendly position

Job summary

CenterWell Senior Primary Care is seeking a Pharmacy Senior Consumer Experience Professional to translate patient experience data into actionable insights and drive end-to-end journey improvements within our mail-order pharmacies. You will lead analysis across NPS, CAHPS, and related metrics, guiding CX teams and partnering with Operations, Product, Legal, and Technology to address systemic issues.

You will influence senior leadership through data-driven storytelling, while providing daily

Qualifications

• 5+ years of experience in consumer operations, consumer experience, or a related discipline.
• Experience analyzing and summarizing consumer or patient experience data (e.g., NPS, CAHPS, HOS, or other voice-of-the-customer sources) to produce applicable insights.
• Partner and influence across teams (e.g., Operations, Product, Legal, and Technology) without direct authority.
• Interpret assignments, understand departmental strategy, and translate direction into execution.
• Experience working and making sound decisions.
• Demonstrated experience contributing to an organization focused on continuous improvement of consumer experience.

Responsibilities

• Manage and analyze patient experience inputs, including transactional and relationship NPS, CAHPS, HOS, and other voice-of-the-customer sources.
• Summarize quantitative and qualitative data into clear applicable insights and themes to inform experience improvement priorities.
• Work with Operations and partners to interpret customer experience insights, identify causes, and resolve systemic experience issues.
• Translate enterprise strategy into clear execution-level insights and improvement recommendations.
• Present recommendations using compelling storytelling tailored to senior leadership and operational audiences.
• Provide expertise on consumer experience risks, trends, and improvement opportunities.
• Provide daily work direction, prioritization guidance, and subject matter support to CX Professional II team members
• Coordinate work activities to ensure insights, analyses, and deliverables align with CX priorities and timelines.
• Review work outputs and provide feedback to support quality, consistency, and development of CX capabilities.
• Support experience improvement projects focused on prioritized end-to-end customer journeys.
• Partner with operational, clinical, access, service, and communication teams to address identified experience friction points.
• Apply end-to-end journey to identify upstream drivers and downstream impacts of experience issues.
• Help teams prioritize improvement opportunities based on customer impact, feasibility, and understanding of enterprise goals.
• Track improvement activities and outcomes, supporting teams in understanding patient experience impact and progress over time.
• Support the daily use of patient experience platforms and tools.
• Help with reporting, data quality management, and insight generation related to vendor solutions.
• Provide ongoing feedback on tool effectiveness, limitations, and improvement opportunities based on user and needs.
• Collaborate with experience partners in Pharmacy and CW enterprise to surface cross-journey and cross-business experience issues.
• Contribute to integrated insight analyses that highlight handoff, coordination challenges, or systemic gaps across lines of business.
• Facilitate agreement across teams by framing experience insights in ways that ensure shared understanding and action.
• Be the subject-matter resource for teams interpreting experience data.
• Support experience capability development by coaching teams on use of experience data, metrics, and journey perspectives.

Skills

Consumer experience analytics

Cross-functional collaboration

Data storytelling

NPS/CAHPS analysis

Tools

NPS platforms

Data visualization tools

Job description

CenterWell Senior Primary Care is seeking a Pharmacy Senior Consumer Experience Professional to translate patient experience data into actionable insights and drive end-to-end journey improvements within our mail-order pharmacies. You will lead analysis across NPS, CAHPS, and related metrics, guiding CX teams and partnering with Operations, Product, Legal, and Technology to address systemic issues.

You will influence senior leadership through data-driven storytelling, while providing daily