Customer Data Analyst

Description

Candidates residing in the state of OH are preferred at this time.
Founded in 1934, Medical Mutual is the oldest and one of the largest health insurance companies based in Ohio. We provide peace of mind to more than 1. 6 million Ohioans through our high-quality health, life, disability, dental, vision and indemnity plans. We offer fully insured and self-funded group coverage, including stop loss, as well as Medicare Advantage, Medicare Supplement and individual plans.
Medical Mutual' s status as a mutual company means we are owned by our policyholders, not stockholders, so we don't answer to Wall Street analysts or pay dividends to investors. Instead, we focus on developing products and services that allow us to better serve our customers and the communities around us and help our members achieve their best possible health and quality of life.
Under moderate to limited supervision, conducts routine to moderately complex quantitative analysis supporting strategic business decisions. Focuses on measuring and analyzing customer behaviors across channels and interactions. Primarily works indirectly with internal business customers.
Responsibilities
Customer Data Analyst II
• Identifies, recommends and implements analytics strategy and approach including routine to moderately complex processes and analyses to deliver meaningful and actionable results as it relates to customer behavior, feedback, operational metrics and segmentation.
• Combines data from the customer data warehouse, operational systems, and channel specific reporting systems to deliver actionable insights.
• Publishes and communicates results, ensuring timely and accurate reports are delivered to business partners. Develops dashboards and presentations which include solutions to known problems. Responds and follows up on questions from business partners.
• Delivers cross-channel metrics and identifies customer trends.
• Performs ad-hoc reporting requests as needed.
Customer Data Analyst III
• Implements analytics strategy and approach, including routine to complex and/or varied processes and analyses to deliver meaningful and actionable results as it relates to customer behavior, feedback and operational metrics and segmentation.
• Collaborates with business partners to identify issues and develop statistically valid and methodologically sound approaches to address business needs.
• Publishes and communicates results, ensuring timely and accurate insights are delivered to business partners. Develops dashboards and presentations which include solutions to known problems. Responds and follows up on questions from business partners.
• Orients, trains and assists more junior level staff.
Sr. Customer Data Analyst
• Implements analytics strategy and approach, including complex and/or varied processes and analyses to deliver meaningful and actionable results as it relates to customer behavior, feedback, operational metrics and segmentation
• Collaborates with business partners to identify issues and develops and implements statistically valid and methodologically sound approaches to address business needs
• Publishes and communicates results, ensuring timely and accurate reports are delivered to the business partners
• Provides reporting and analytics to support business processes, including accessing data structures and using analytical tools
• Delivers cross-channel metrics which identify customer trends and cross business feedback
• Orients, trains and assists and may review work of more junior level staff.
• May provide project specific indirect leadership to other analysts within the customer experience department.
• Provides limited or indirect supervision or leadership responsibility over a group.
• Performs other duties as assigned.
Qualifications

Education and Experience:
• Bachelor's Degree in Statistics, Economics, Social Sciences or related field.
• 2 years of experience as a Customer Data Analyst or equivalent experience in data or business analytics, preferably in a health insurance environment.
Technical Skills and Knowledge:
• Knowledge of customer analytics and/or Relationship Management theory and practice.
• Intermediate proficiency in SAS, SPSS, SQL and other analytical tools.
• Intermediate Microsoft Office skills (word processing, spreadsheets, database reporting, presentation graphics) and other related applications such as Tableau.
• Good presentation skills; ability to put together decks and dashboards displaying results.
• 3 years experience as a Customer Data Analyst or equivalent experience in data or business analytics, preferably in a health insurance environment.
• Strong knowledge of Customer Analytics and/or Relationship Management theory and practice.
• Strong proficiency in SAS, SPSS, SQL and other analytical tools including Tableau.
• Intermediate to advanced Microsoft Office skills (word processing, spreadsheets, database reporting, presentation graphics) and other related applications such as Tableau.
• Strong presentation skills; ability to put together decks and dashboards displaying results.
• Master's Degree preferred.
• 5 years progressive experience as a Customer Data Analyst or equivalent experience in data or business analytics, preferably in a health insurance environment.
• Comprehensive knowledge of Customer Analytics and/or Relationship Management theory and practice.
• Advanced proficiency in SAS, SPSS and other analytical tools including Tableau.
• Advanced Microsoft Office skills (word processing, spreadsheets, database reporting, presentation graphics) and other related applications such as Tableau.
• Ability to work with Customer Experience leaders and leaders in other areas to deliver meaningful insights.
Medical Mutual is looking to grow our team! We truly value and respect the talents and abilities of all of our employees. That's why we offer an exceptional package that includes:
A Great Place to Work:
Top Workplace in Northeast Ohio. Year after year we've received this recognition!
On-site wellness center at most locations. Enjoy personal trainers, towel service, locker room, weight room, elliptical machines, and a variety of classes!
On-site cafeteria serving hot breakfast and lunch, at most locations. Choices ranging from salad bar, made to order, hot and cold sandwiches, or a variety of entrees cooked fresh daily. Convenience store at most locations
Employee discount program. Discounts at many places in and around town, just for being a Medical Mutual team member
Business Casual attire

Excellent Benefits and Compensation:
Competitive compensation plans
Employee bonus program
401(k) with company match and an additional company contribution
Excellent medical, dental, vision, and disability insurance

An Investment in You:
Career development programs and classes
Mentoring and coaching to help you advance
Education reimbursement up to $5K per year

About Medical Mutual:
We strive to create peace of mind. Our customers can trust us to do things right and to help them get value from thei.