Voice of the Customer Insights Analyst

CareSource

. Collaborate with leadership to identify and outline deliverables that improve Member and Provider customer experiences .

Posted 11/5/2026full-timeRemote • Ohio • United StatesJuniorMid-Level💰 $54,500 - $87,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leveraging Microsoft Copilot, Power Platform, and AI-enabled tools to enhance customer experiences and improve operational efficiencies. Proficient in data analysis, process improvement, and effective communication to drive strategic business decisions.

Highest-signal resume keywords

Microsoft Copilot StudioPower PlatformCustomer Service Experience in Healthcare PayerProcess Analysis and ImprovementExcellent Written and Verbal Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisProcess ImprovementJourney MappingConversational Design PrinciplesSpeech and Interaction AnalyticsDashboard DevelopmentPerformance ReportingPrompt EngineeringVisual StorytellingCustomer Feedback Integration

Soft Skills

Critical ThinkingCreative Problem-SolvingInterpersonal SkillsActive ListeningGoal Prioritization

Tools & Technologies

Microsoft ExcelMicrosoft PowerPointAI-Enabled Productivity ToolsConversational AI SolutionsAutomation Tools

Industry Keywords

Member ExperienceProvider ExperienceHealthcare SolutionsService ExcellenceCustomer Insights

About the role

Key responsibilities & impact

Collaborate with leadership to identify and outline deliverables that improve Member and Provider customer experiences
Leverage Microsoft Copilot, Power Platform, and AI-enabled productivity tools to automate processes, enhance customer insights, improve reporting efficiency, and support strategic business decisions
Apply responsible AI practices, prompt engineering, and conversational design principles to develop scalable, user-centered solutions
Design, build, and maintain conversational AI solutions using Microsoft Copilot Studio, including custom copilots, topics, generative responses, and workflow integrations
Create visual stories using PowerPoint charts, dashboards, and presentations with clear, actionable insights for executive decision-making
Develop dashboards, scorecards, executive summaries, and recurring performance reports
Research industry best practices and benchmarks with the Service Excellence Team
Use speech and interaction analytics to identify call drivers, behavioral trends, Member/Provider sentiment, and contact-reduction opportunities
Identify key drivers of Member and Provider experiences and integrate customer feedback into operational, process, and strategic improvements
Collaborate with cross-functional teams to translate insights into actionable improvement initiatives
Monitor implemented solutions and provide feedback for further optimization
Build and sustain closed-loop feedback processes that improve satisfaction, retention, and loyalty
Perform other related duties as requested

Requirements

What you’ll need

Bachelor's degree in Program Management, Business Analysis, or a related field required
Equivalent years of relevant work experience may be accepted in lieu of required education
Two (2) years of customer service experience related to healthcare payer dealing with both members and providers required
Proficiency in Microsoft Excel and PowerPoint required
Ability to analyze processes and produce recommendations for improvements required
Ability to develop, prioritize and accomplish goals
Ability to keep current on technologies through self-directed learning
Excellent written and verbal communication skills
Strong interpersonal and active listening skills
Critical thinking, creative problem-solving, knowledge and experience with journey mapping and storytelling strongly preferred
Familiarity with creating agentic experiences that proactively anticipate user needs, adapt in real time, and deliver personalized healthcare solutions strongly preferred
None required for licensure and certification
Up to 15% occasional travel may be required

Benefits

Comp & perks

Bonus tied to company and individual performance may be available
Comprehensive total rewards package
Employee total well-being support