Customer Experience Analyst (CX)

Customer Experience Analyst

G.E.H.A (Government Employees Health Association, Inc.) is a nonprofit member association that provides medical and dental benefits to more than two million federal employees and retirees, military retirees and their families. We celebrate diversity and are committed to creating an inclusive environment for all employees.

G.E.H.A has one mission : To empower federal workers to be healthy and well.

Offering one of the largest medical and dental benefit provider networks available to federal employees in the United States, G.E.H.A empowers health and wellness by meeting its members where they are, when they need care. We serve our members with products they value and a personalized customer experience, sustained by a nimble and efficient organization.

Skills

Key Duties Responsibilities :

• Designing, implementing, and reporting key quantitative and qualitative insights in an actionable, comprehensive format.
• Support the CX Director in regularly providing updates to key stakeholders and leadership.
• Provides coordination, discussion documentation and actionable execution support across CX Initiatives to ensure appropriate prioritization and sequencing of activities.
• Leads design, membership, and survey design of G.E.H.A member panels or third-party panels using Disqo in support of VOC program needs and optimization.
• Supports CX coordination as needed including monitoring and re-directing "member inbox" which is a direct communication from members to G.E.H.A from marketing materials. Track results of common questions and issues to recommend improved experiences, processes, and communications.
• Track and analyze feedback from monthly member surveys to measure satisfaction, share insights with leadership and partner with CX team to drive strategic improvement.
• Other duties as assigned.

Requirements :

Work-at-home requirements

How we value you

While this is a remote opportunity, at this time G.E.H.A does not hire employees from U.S. territories or the following states : Alaska, Hawaii, California, Washington, Oregon, Colorado, Wyoming, Montana, New York, Connecticut, Vermont, Pennsylvania, Maine.

Please note that the salary information is a general guideline only. G.E.H.A considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education / training, key skills, internal peer equity, as well as, market and business considerations when extending an offer.

The hiring range for this position is $65,736 - $83,160 USD. At G.E.H.A, the current maximum salary for this role is $92,664 USD. While initial compensation may vary based on experience and qualifications, there is a path to work toward this top rate through performance and continued growth within the organization.

G.E.H.A is an Equal Opportunity Employer, which means we will not discriminate against any individual based on sex, race, color, national origin, disability, religion, age, military status, genetic information, veteran status, pregnancy, marital status, gender identity, and sexual orientation, as well as all other characteristics and qualities protected by federal, state, or local law. G.E.H.A will not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their compensation or the compensation of another employee or applicant. We are committed to creating an inclusive environment for all employees. Our diversity drives innovation deepens connections and strengthens our organization.

G.E.H.A is headquartered in Lee's Summit, Missouri, in the Kansas City area. We recognize the importance of balance and flexibility and offer hybrid and work-from-home options for many of our roles.