Solutions Analyst

Loyal is an organization centered on experience and building a platform that allows consumers to make meaningful decisions when it comes to healthcare. We deeply understand providers, locations, services, appointments, business rules, and moreover, we understand patients -- who they are, the preferred method of communication, upcoming appointments, lapsed appointments, outstanding bills, health risks, and more. With this intelligence, our platform fuels highly relevant and personalized experiences across all mediums (website, email, voice…) allowing patients to get healthy, stay healthy, and have a better relationship with the health care provider.

• Works with our customers and internal stakeholders to ensure optimal user experiences by conducting research, evaluating user feedback, and analyzing usage trends to improve chatbot performance.
• Participates in the implementation process for customers.
• Responsible for maintaining dialog responses through the entire customer lifecycle of designated accounts. 
• Analyzes feedback, performance, and other data against KPIs to find actionable insights for our customers and recommend product improvements. 
• Monitors the performance of products on our customers’ sites, frequently reviewing key metrics and reports, and making adjustments to improve performance. 
• Participates on customer calls and serves as a subject matter expert for chatbot and dialogs.

 Qualifications

• Bachelor’s Degree or equivalent work experience required.
• 1 year of experience in a customer-facing role using data to derive insights related to the success of a product including problem solving and creating solutions.
• 1 year of experience with marketing intelligence and automation tools strongly preferred.
• Understanding of and familiarity with HTML and coding strongly preferred.
• Proficient with G-Suite tools such as Docs, Slides, and Sheets.
• Experience working within a software as a service (SaaS) company preferred.
• Experience working within a high growth and/or ambiguous environment, with proven experience to be dynamic preferred.

• Flexible paid time off, sick and personal days
• At least one holiday per month (sometimes, more!)
• Full health, dental, and vision insurance - Loyal pays the premium for all employees!
• One Time Home Office Setup Stipend For Remote & Hybrid Roles
• Monthly Internet Stipend for Remote & Hybrid Roles
• Long term & short term disability 
• 401[k] plan
• 16 Weeks Paid Parental Leave
• 2 Volunteer days per year
• Matching Gift Program
• Participation Grant Program
• Annual Travel/Team Events up to twice per year (post-COVID)