Customer Experience Analyst (Open to Remote - Work from Home)

MDLIVE, an Evernorth Company, offers convenient, affordable, and contagion-free virtual healthcare services to more than 50 million members nationwide. Our network of board-certified physicians, dermatologists, psychiatrists, and therapists are specially trained in virtual care and are committed to providing the highest quality treatment and the best possible patient experience.

We leverage disruptive technology and artificial intelligence to simplify and streamline the healthcare experience, connecting providers and patients whenever and wherever it is most convenient, often within just minutes.To learn more about our expanding services, partnerships with major health plans, hospital systems and employers, download our app, or text "Sophie" to MDLIVE (635483) to register and experience our product firsthand.

We are currently looking for a newCustomer Experience Analystto join ourgrowingProduct team.Due tothe unprecedented situation of COVID-19, MDLIVE has decided to protect ourcurrent and futureemployees by managing our business remotely. This is inclusive of interviewing, onboarding, and each role day-to-day.

As a Customer Experience Analyst, you will help shape the future of telehealth by working with the Product Directors and Managers to develop and drive overall customer journey development, define high-level CX/UX research plan with input from Product Strategy Managers/Directors, and coordinate with UX team members to execute detailed research efforts. The ideal candidate is customer obsessed, research-focused, able to work on the detail while keeping overall strategy in mind, and able to thrive in a fast-paced environment.

What you'll do?

In this role, you will have an opportunity to develop and drive overall customer journey development, define high-level CX/UX research plan with input from Product Strategy Managers/Directors, and coordinate with UX team members to execute detailed research efforts. In addition, this role will be responsible in helping validate and measure product performance and KPIs, crafting internal and external reports to track roadmap progress, as well as determining further product enhancement opportunities. You will also:

• Develop current and future consumer journey maps
• Define CX/UX research plan with support of Product Strategy team
• Lead analysis of UI and platform engagement data by bringing together various data sources to understand consumer pain points, motivations, needs, goals, etc. and uncover the "why" behind consumer actions
• Develop reporting dashboards to understand user behavior and business KPIs to inform and validate product performance and enhancement opportunities
• Provide support for design sprints to operationalize ideas and recommendations from journey mapping and persona work
• Research, identify, and recommend measurable data for establishing actionable CX metrics that represent what matters most to our customers
• Collaborate closely with UX team members to execute detailed research efforts
• Support content creation for client and stakeholder touchpoints

What skills and experience do you bring?

• Bachelor's Degree Required
• 3+ years of work experience in customer experience, customer research, consumer insights, product strategy, product management, or similar experiences
• Healthcare experience a plus
• Demonstrable ability to analyze data from disparate sources, extract valuable insights, and leverage them to inform strategic approach
• Strong critical thinking and analytical reasoning skills
• Drive to get things done
• Resourcefulness-ability to procure detailed data and information
• Proven time-management skills
• Attention to detail
• Verbal and written communications skills including interpersonal communication skills to work across departments, build relationships and garner information

Benefits and Perks of Joining MDLIVE:

• Competitive PTO Policy
• Medical (including FSA & HSA), dental, vision, and life insurance benefits
• Free, unlimited access to MDLIVE's virtual healthcare platform
• 401k program with company match
• Paid paternal leave
• Fertility benefits
• Kazoo (peer-to-peer rewards & recognition platform)
• Career development and growth opportunities
• Generous employee referral bonuses
• Free, unlimited access to LinkedIn Learning
• Casual dress code
• Company-sponsored events and meals when we return to the office

What makes a successfulMDLIVER?

• Thrive in a fast-paced and entrepreneurial environment, find peace in chaos, take initiative, and absorb information quickly
• Have a high level of intellectual curiosity
• Have Humility
• Be trustworthy by doing what you say you will do

Most importantly, you will be part of an entrepreneurial, agile and fast-paced team that also knows how to have fun!

Interested? Let's talk. Submit your application today and come join us in our journey to disrupt healthcare!

As an Equal Opportunity Employer, our human code is simple. Think Big. At MDLIVE, we see diversity and inclusion as a source of strength in disrupting healthcare. We believe we can revolutionize our industry if our workforce is as diverse as our users. We are looking for people who bring diversity of thought, experience, background, gender, religion, ethnicity, sexual orientation, age, marital status, country of origin and disability.