Customer Experience Data Analyst

POSITION SUMMARY

The Customer Experience Data Analyst ensures customer readiness by owning insights and reporting related to onboarding, inquiry resolution, and process clarification to improve operational efficiency, customer satisfaction, and business performance.

This role manages customer interaction data, documentation accuracy, issue resolution, and cross-functional coordination while supporting consistent service delivery.

Leveraging AI as a force multiplier, the position improves response speed, decision quality, workflow efficiency, knowledge accessibility, and continuous improvement through intelligent automation and actionable insights.

Operating within Empower's hyper-growth, highly regulated 503A/503B pharmacy environment, the role balances compliance, quality, and customer experience while supporting scalable operations.

Success requires strategic thinking, disciplined execution, exceptional learning agility, collaborative problem-solving, and accountability for delivering strong service outcomes across evolving business priorities.

RESPONSIBILITIES

• Customer Onboarding and Analytics
• Onboarding

Management: Measure end-to-end customer onboarding activities, validate required information, identify process efficiencies, educate stakeholders, and support seamless transitions into operational workflows.

Utilize AI-powered knowledge tools, workflow automation, and intelligent recommendations to accelerate onboarding timelines, improve documentation quality, enhance decision-making, and deliver consistent customer experiences while maintaining compliance with organizational standards.

• Analytical

Scoping: Partner with business stakeholders to define open-ended analytical questions and translate them into structured analyses.

Apply AI-assisted validation, document review, and exception detection capabilities to improve accuracy, reduce processing delays, support informed decision-making, and maintain high-quality onboarding outcomes within a regulated operational environment.

• Experimentation: Design and analyze experiments, including A/B tests and cohort studies, to measure the impact of product, process, or business changes.

Clearly communicate findings, limitations, and recommendations to technical and non-technical stakeholders.

• Predictive

Analysis: Build predictive and diagnostic models, such as churn-driver analyses and customer lifetime value segmentation, to identify trends, explain performance, and support data-informed business decisions.

• Opportunity

Identification: Proactively explore data to identify business opportunities, operational risks, customer experience trends, and areas requiring further investigation or intervention.

• Data

Partnership: Collaborate with Data Engineering and other technical partners to ensure the data required for analysis is available, accurate, reliable, and appropriately structured.

• Operational Excellence
• Process

Improvement: Continuously evaluate onboarding workflows, clarification processes, documentation standards, and customer interactions to identify opportunities that improve efficiency and service quality.

Utilize AI-powered analytics, trend identification, and process automation recommendations to streamline operations, eliminate repetitive work, improve decision-making, and strengthen scalable customer support capabilities.

• Quality

Assurance: Maintain high-quality standards by reviewing documentation accuracy, adherence to procedures, customer communications, and regulatory requirements while identifying opportunities to improve operational consistency.

Leverage AI-enabled quality monitoring, content validation, and performance insights to strengthen compliance, reduce errors, and improve service delivery throughout customer onboarding and clarification activities.

• Performance

Insights: Track onboarding performance, clarification trends, customer feedback, and operational metrics to identify patterns that support business decisions and continuous improvement initiatives.

Utilize AI-driven dashboards, predictive analytics, and reporting capabilities to generate actionable insights, improve resource prioritization, enhance customer experiences, and support scalable service delivery.

• Stakeholder

Communication: Translate complex analyses into clear findings, recommendations, and business implications for non-technical stakeholders and leadership.

Develop concise presentations, dashboards, and written summaries that support timely decision-making.

• Documentation and

Governance: Maintain accurate analytical documentation, metric definitions, assumptions, methodologies, and reporting standards.

Ensure analyses are reproducible, appropriately validated, and aligned with data governance, privacy, security, and regulatory expectations.

• KNOWLEDGE AND SKILLS
• Demonstrated knowledge of customer onboarding, customer service operations, issue resolution, process documentation, cross-functional collaboration, and continuous improvement within fast-paced, customer-focused environments.
• Strong SQL skills with the ability to write complex queries, combine multiple data sources, validate results, and analyze large datasets.
• Experience using statistical and analytical tools such as Python or R to conduct advanced analysis, build models, and automate repeatable workflows.
• Knowledge of experimental design, A/B testing, cohort analysis, predictive modeling, segmentation, and foundational causal inference concepts.
• Proficiency with CRM platforms, knowledge management systems, workflow applications, reporting dashboards, Microsoft Office applications, AI-enabled productivity tools, and digital collaboration technologies.
• Strong analytical storytelling skills with the ability to translate complex findings into a clear point of view, actionable recommendations, and measurable business outcomes.
• Strong communication, organizational, and problem-solving skills with the ability to prioritize competing responsibilities, manage ambiguity, and influence positive outcomes across diverse stakeholders.
• Ability to leverage AI responsibly for knowledge retrieval, workflow automation, documentation, customer communications, performance analysis, predictive insights, and decision support while maintaining compliance, accuracy, privacy, and human accountability.

EXPERIENCE AND QUALIFICATIONS

• Associate's or Bachelor's degree in Business, Mathematics, Statistics, Data Analytics, Healthcare Administration, or a related discipline preferred.
• Three (3) or more years of experience in a Data Analyst, Business Analyst, Customer Experience Analyst, or similar analytical role.
• Demonstrated experience writing complex SQL queries and analyzing large datasets.
• Experience using Python, R, or a comparable statistical or analytical tool for advanced analysis.
• Demonstrated ability to design, analyze, and interpret experiments, including A/B testing and cohort studies.
• Experience developing predictive or diagnostic analyses, such as churn analysis, segmentation, or customer lifetime value modeling, preferred.
• Demonstrated ability to independently scope analytical work from loosely defined business questions and operate effectively in ambiguous environments.
• Experience presenting findings and recommendations directly to non-technical stakeholders and leadership.
• Demonstrated proficiency with CRM systems, Microsoft Office applications, reporting tools, and digital collaboration platforms.
• Experience using AI-enabled productivity, documentation, analytics, or customer support technologies to improve service quality and operational efficiency preferred.
• Strong attention to detail, organizational skills, communication abilities, and commitment to delivering exceptional customer experiences while maintaining operational accuracy and regulatory compliance.
• Key Competencies
• Customer Focus: Builds trust through customer-centric solutions.
• Strategic AI: Guides responsible AI adoption and adaptation.
• Optimizes Work Processes: Drives efficiency with continuous improvement.
• Collaborates: Partners effectively to achieve shared goals.
• Resourcefulness: Secures and deploys resources efficiently.
• Manages Complexity: Simplifies and solves complex challenges.
• Ensures Accountability: Delivers on commitments with integrity.
• Situational Adaptability: Adjusts approach to shifting conditions.
• Communicates Effectively: Tailors messages to diverse audiences.
• Values
• People: Empowering people defines who we are.
• Quality: Excellence in every product, every time.
• Service: Serving others is our highest purpose.
• Innovation: Advancing care through technology and discovery.
• Employee Benefits, Health and Wellness

We offer comprehensive benefits to support your health, well-being, and future, including medical, dental, and vision coverage, paid time off, 401(k) matching, wellness perks, IV therapy, and compounded medications.

Learn more: https://careers. empowerpharmacy. com/benefits/

Physical Requirements

While performing the responsibilities of the job, the employee is required to talk and hear.

The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices.

The employee is regularly required to move about the office and around the corporate campus.

The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.

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