Service & Operations Audit Analyst

Reporting to our VP of Customer Service and Operations, our Service & Operations Audit Analyst will be a partner and thought leader to Customer Service & Operations Leadership to drive efficiency and scale while decreasing cost to serve. They will be responsible for building  and delivering recurring reporting and tracking to annual plan targets. They will also proactively monitor, identify, and analyze root causes to business trending. They will be able to summarize their analytical findings and simply communicate their results in dashboards and presentations in a way that creates shared understanding.

• Data Analysis 
• Run full analysis, reviewing data points, illustrating reporting with presentations, charts, graphs and illustration data points
• Build, maintain & enhance dashboards to provide the business with self-service, actionable insights
• Define and drive processes for maintaining data quality metrics
• Prepare and complete development analysis on program performance indicators and key result metrics
• Data Reporting 
• Develop reports and dashboards using analytical tools such as Looker, Tableau, Google Sheets, etc
• Assist leadership in creative ways to manage workflow/inventory with strong focus on inputs, process, and outcomes
• Extract data from Pie data sources for analysis while also identifying new data improvement opportunities
• SQL read-only query building
• Communication & Presentation
• Craft presentations that present a strong point of view along with data points supporting such claims
• Prioritize data and project requests from stakeholders while communicating effectively, professionally, and clearly
• Assist in product prioritization efforts while representing the Department in diverse portfolio meetings

• A High School Diploma or GED is required. Bachelor’s Degree is preferred
• 5+ years of professional work experience is highly preferred
• 3+ years of experience working in an analytics role focused on Customer Service or Insurance Operations is preferred
• Intermediate Microsoft Excel experience is required (I.e. knowledge of functions: nested statements, pivots, vlookups, IF; To Create: templates, trackers, reports, repeatability, ease of refresh, normalize inconsistent data)
• Basic read-only SQL query building experience
• Demonstrated ability to multitask and meet strict deadlines in a fast-paced environment
• Consistent experience juggling multiple deliverables simultaneously
• Compromise and work the the needs of multiple stakeholders and search for win/win outcomes
• Ability to eagerly learn from mistakes, and frequently search for opportunities to raise the bar and continually improve.
• Demonstrate analytical and critical thinking skills in order to work independently on increasingly complex and nuanced problems
• Advanced Microsoft Office, Google Suite, Slack, Looker, and Tableau skills with the ability to quickly learn new systems and technology
• Strong communication (written and verbal), organizational, and presentation skills while maintaining a strong attention to detail
• Some travel could be required in this position, up to 10% travel

#LI-MW1