Consumer Affairs Analyst

How You Will Make an Impact

• Consumer Affairs Analyst will maintain a working knowledge of Great HealthWorks operational policies and procedures, products, services, promotions, and brand ambassadors.
• Monitor and analyze consumer feedback data to identify trends and share insights; this includes reviewing surveys, reviews, and social media comments.
• Consumer Affairs Analyst will create comprehensive summary reports and presentations to communicate insights and recommendations to relevant stakeholders.
• Consumer Affairs Analyst will represent our organization in interactions with external regulatory agencies, and consumer advocacy groups such as the Better Business Bureau.
• Consumer Affairs Analyst will conduct regular compliance audits, assessing adherence to business rules and identifying any areas of non-compliance.
• Assist with the development and delivery of training on consumer sentiment and engagement, and product quality and compliance initiatives.
• Serve as the voice of the customer and collaborate with other internal teams, such as Marketing, Finance, Legal, and Customer Care, to ensure delivery of the best possible service via consumer feedback as part of our organization's consumer journey.
• Identify opportunities for process improvement, automation, or enhancement related to customer experience, product quality, and compliance/risk to further enhance consumer experience and bridge gap between the business's strategic priorities.

What We Offer

• Amazing opportunities for career progression
• Dynamic, fun, entrepreneurial and diverse culture
• Medical (PPO or HSA) & Prescription Drug, Dental (DHMO or DPPO), Vision and Telemedicine
• Health and wellness are a top priority - committed to self-care
• 401(k) (100% match (dollar-for-dollar) up to 6% of salary deferrals)
• 2 Company-Wide Breaks, Summer & Winter
• Generous Paid Time Off and Paid Holidays
• Sick Time
• Personal Time
• Employer Paid Life Insurance
• Health Savings Account (company contributes $30 bi-weekly)
• Voluntary Life and Dependent Insurance, Short-Term Disability, Long-Term Disability, Accident, and Critical Illness
• Employee Assistance Program
• Business casual atmosphere - jeans and sneakers are okay by us

What You Bring to the Table

• 1-2 years of high-volume customer service experience with an emphasis on Customer Experience and Customer Satisfaction required.
• Experience with analytics required.
• High school diploma or equivalent required. College degree preferred.
• Experience with Microsoft Office Suite required with a strong emphasis on Excel, Word, Teams, and PowerPoint.
• Experience with CX Strategy, including Customer Feedback Management and Brand Reputation preferred.
• Experience with consumer products preferred.
• Deep understanding of contact center operations, systems, and processes.
• Analytical and problem-solving skills, with the ability to draw actionable insights from complex data sets.

EOE, DFWP

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