Senior CX Analytics & Insights Analyst

Baylor Scott & White Health; Dallas (TX); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health benefits

401(k) match

Tuition reimbursement

PTO from Day 1

Job summary

Baylor Scott & White Health is seeking a Customer Experience (CX) Measurement Senior Analyst to join the Customer Research & Testing team. You will connect, analyze, and interpret behavioral data to understand how customers engage with our product suite and move beyond reporting to explain why behaviors occur and what to do about them.

The role blends analytics with qualitative insights, partnering with UX researchers and product teams to drive evidence-based decisions that improve digital

Qualifications

• Bachelor's degree in a related field.
• 3+ years in customer/digital analytics or UX/product research.
• Advanced experience with digital analytics tools.
• Experience designing and interpreting A/B testing programs.
• Excellent communication and stakeholder management.
• Experience partnering with UX/CX/product research teams.
• Familiarity with survey research and Voice of Customer programs.
• Experience in healthcare, financial services, e-commerce, or regulated industries.
• Knowledge of SQL and data exploration techniques.

Responsibilities

• Analyze customer experience behavior across web and app experiences to identify patterns and friction.
• Access and interpret multiple data sources for holistic behavior understanding.
• Use Amplitude and other analytics tools to investigate journeys, funnels and adoption.
• Develop CX measurement frameworks including CSAT, NPS, CES and KPIs.
• Identify drivers influencing customer outcomes and translate signals into insights.
• Partner with researchers to combine quantitative data with qualitative insights.
• Develop and test hypotheses using analytics, experimentation and research methods.
• Conduct deep-dive analyses around digital experiences, journeys, and product launches.
• Evaluate pre- and post-launch behavior to assess impact of changes.
• Design and evaluate testing experiments (A/B and multivariate) and translate results into actions.

Skills

Analytical thinking

Stakeholder management

Communication skills

UX collaboration

Education

Bachelor's degree

Tools

Amplitude

SQL

Job description

Baylor Scott & White Health is seeking a Customer Experience (CX) Measurement Senior Analyst to join the Customer Research & Testing team. You will connect, analyze, and interpret behavioral data to understand how customers engage with our product suite and move beyond reporting to explain why behaviors occur and what to do about them.

The role blends analytics with qualitative insights, partnering with UX researchers and product teams to drive evidence-based decisions that improve digital