Senior Analyst, Client Experience & Operations

Responsibilities

• Translate strategic priorities into clear actions, timelines, and deliverables across Inbound, Outbound, Virtual Care, and Operations teams.
• Track execution against key initiatives, ensuring alignment, accountability, and forward progress across functions.
• Identify gaps, risks, and dependencies early, escalating and resolving issues to maintain momentum.
• Coordinate and track pilot programs across markets and functions, ensuring clear hypotheses, success metrics, and execution plans.
• Monitor pilot performance, synthesize results, and translate findings into actionable recommendations.
• Support scaling decisions by documenting outcomes, lessons learned, and operational requirements for broader deployment.
• Pull and synthesize data from multiple systems and teams to create a clear view of performance across initiatives.
• Develop concise reporting, dashboards, and executive‑ready materials that connect data to business impact.
• Conduct targeted analyses to support decision‑making, including trend identification, root‑cause analysis, and opportunity sizing.
• Act as a central coordination point across functions, ensuring initiatives are sequenced, communicated, and executed effectively.
• Support planning, testing, and rollout of new tools, processes, and workflows in partnership with Operations and Technology teams.
• Maintain visibility into external and internal changes (e. g., product, pricing, system updates) and ensure alignment with contact center execution.
• Develop clear, structured communications, presentations, and documentation to support leadership alignment and decision‑making.
• Follow up on key actions, decisions, and commitments across the leadership team to ensure execution discipline.
• Serve as a trusted partner to the Director, enabling focus on strategic priorities by managing day‑to‑day coordination and detail.

Requirements

• Bachelor’s degree in Business, Analytics, Economics, Data Science, Operations, or related field
• Data and project coordination experience preferred
• Clinical (Vet Tech) Experience preferred
• 4–7 years of experience in analytics, operations, consulting, or customer experience roles with increasing responsibility
• Experience supporting cross‑functional initiatives, programs, or transformations in complex organizations
• Demonstrated ability to translate strategy into execution, including tracking initiatives, managing dependencies, and driving follow‑through
• Experience working with data to generate insights and support decision‑making, including performance tracking and reporting
• Exposure to pilot programs, test‑and‑learn environments, or continuous improvement initiatives preferred
• Experience in healthcare, veterinary services, multi‑site retail, or other service‑based industries preferred
• Experience with Excel and data visualization tools (e. g., Power BI, Tableau)
• Familiarity with SQL, C++, Python, data querying, or working with large datasets preferred
• Exposure to CRM/contact center platforms and operational data environments a plus
• Structured Problem Solving: Able to break down ambiguous problems and create clear, actionable plans
• Execution Discipline: Strong follow‑through, organization, and ability to manage multiple priorities without losing detail
• Analytical Fluency: Comfortable working with data across multiple systems; able to synthesize insights into clear narratives
• Influence & Communication: Able to work across teams, align stakeholders, and communicate clearly at all levels
• Resourcefulness: Finds answers, connects dots, and moves work forward without waiting for perfect inputs or direction.
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