Business Analyst, Customer Success

Published 6 months ago

We are seeking a CX Program & Strategy Manager to support the evolution and scaling of Customer Experience across a growing portfolio of AI-driven healthcare clients.

This role sits at the intersection of CX analytics, process improvement, and client-facing team enablement . You will work closely with CX leadership and pod teams to bring structure, consistency, and insight to Current State Assessments (CSA), churn risk analysis, KPI tracking, and CX operations .

The ideal candidate is comfortable working with data, improving and standardizing existing frameworks, and translating customer signals into practical CX processes, templates, and recommendations that support client-facing teams.

Support and evolve the CSA (Customer Success Assessment) framework across clients

Synthesize qualitative and quantitative inputs into clear customer health summaries

Identify client pain points, needs, and risks, and recommend process and workflow improvements to address them

Support consistent execution of CSA and risk reviews across clients

Design and manage CX surveys, scorecards, and feedback mechanisms

Measure CX hygiene across clients and delivery teams

Analyze results to identify gaps, trends, and improvement opportunities

Share insights and recommendations with CX leadership and client-facing teams

Build, refine, and maintain CX templates, playbooks, and handbooks, informed by internal learnings and market research

Standardize CSA, onboarding, and project management support for client management

Improve existing CX processes to make them more repeatable and scalable

Support prioritization frameworks that help client-facing teams focus on high-impact work

Analyze CX-related data from healthcare record systems and voice systems

Support analysis of structured and unstructured data (e.g., usage data, call transcripts)

Help define, track, and report on key CX metrics and KPIs

Translate data findings into practical insights for CX leadership and client-facing teams

Help maintain cadences for CSA reviews, risk reviews, and CX reporting

Partner with client-facing managers to align on timelines, expectations, and required inputs

Support coordination across pods to ensure consistent CX execution

CSA and churn risk reviews are consistent, timely, and actionable

CX hygiene across clients is measurable and visible

CX templates and playbooks are actively used by client-facing teams

CX KPIs are clearly defined, tracked, and regularly reviewed

CX leadership has better visibility into customer health and delivery trends

Experience in US healthcare, health tech, or regulated environments

Exposure to AI-driven or data-heavy products

Experience working with surveys, KPIs, or customer health frameworks

Background in consulting, CX operations, or strategy-adjacent roles

This role will help bring consistency, insight, and structure to how Customer Experience operates at scale. You will support CX leadership and client-facing teams by improving how customer health is measured, how insights are surfaced, and how CX processes are applied day to day.

Full time

Entry Level

Growth

Hybrid