Senior Consumer Experience Analyst

Role overview

Senior Consumer Experience Analyst responsible for turning consumer research, operational reports, call-center information, and other data into insights that support business objectives. The role combines analytics, process design, journey mapping, testing, and stakeholder partnership to improve consumer-facing experiences and outreach performance across multiple business lines.

Responsibilities

- Design workflows, define business requirements, support testing, and coordinate stakeholder validation for experience initiatives. - Manage analytics applications and resources used to understand consumer activity and channel performance. - Evaluate consumer-centric campaigns and outreach by measuring effectiveness and recommending improvements. - Build and maintain member-experience processes and journey maps. - Aggregate performance metrics across consumer-facing channels and analyze outcomes against business needs. - Develop A/B tests, provide user acceptance testing support, and communicate findings, trends, conclusions, and recommendations to stakeholders.

Requirements

- Bachelor’s degree in economics, statistics, marketing, or a related field, or equivalent relevant experience. - Four to six years of professional experience extracting, reporting, and analyzing data. - At least three years of data collection and analysis experience in a consumer-oriented industry. - Strong ability to translate business requirements into functional outcomes and clearly communicate analytical results. - Experience leading cross-functional initiatives from discovery through implementation. - Government security, clearance, or citizenship eligibility as required for the role.

Nice to have

- Healthcare experience. - Experience with Microsoft Access, journey mapping, stakeholder engagement, and user acceptance testing.

Benefits and work setup

The position is described as approximately 90% remote, with about 10% travel for office meetings and training. Preference is given to candidates in the Eastern or Central time zones. The source lists an annual pay range of $70,100–$126,200, plus potential incentive compensation, health coverage, retirement and stock-purchase programs, tuition reimbursement, paid time off and holidays, with eligibility-dependent benefits.