Business Intelligence Analyst

As Alma grows and as the needs of our members become more complex, the Customer Experience (CX) Team’s capacity to provide excellent support depends on our ability to analyze trends, predict pain points, and develop strategies to improve internal processes. 

As a Business Intelligence Analyst on the Customer Experience team, you will play a vital role in tracking support requests and identifying areas to prioritize resources, improve our operations, and design product innovations. You will also follow internal data points (such as ticket response time) to recognize bottlenecks where we can improve team processes. You will be responsible for cleaning up dirty data and generating regular reports to demonstrate trends and changes in CX data over time. 

What You’ll Do

• Work closely with the Business Intelligence Manager and Director, Customer Experience to analyze CX team metrics and quantify outcomes of new training and support initiatives
• Create reports and dashboards in Zendesk Explore, Looker, and Excel 
• Monitor themes in inbound support tickets and regularly report out trends to the CX, Product, and Lifecycle & Product Marketing Teams 
• Use CX team response time and contact rate data to identify pain points and enable strategic prioritization of resource development
• Collaborate with members of the Success and Lifecycle & Product Marketing teams to contextualize support data within a larger picture of end-to-end member experience
• Make recommendations based on data trends so that the CX team can plan proactively rather than reactively to meet provider needs

Who You Are

• You have 2 years working in a data analysis role.
• Excel expertise and fluency in SQL required— you can write queries and work with multiple tables. 
• Demonstrated ability to analyze unstructured data and extract insights to provide business recommendations.
• Experience with BI tools (Looker preferred, but not required), and extensive understanding and experience with CRM tools. Experience with Zendesk, Salesforce, and/or Marketo a huge plus.
• You enjoy problem-solving and are proficient at using data to diagnose obstacles to team efficiency and effectiveness
• You are a strong communicator who can translate data into clear dashboards and visualizations for stakeholders
• You have cultural humility, can build relationships across differences, and have excellent interpersonal communication skills.
• Customer obsessed and advocates the voice of the customer; high level of empathy for our providers and their clients
• You have a deep passion for our mission and the future of mental health
• Experience working at a startup, fast-paced work environment is a plus

Benefits:

• We’re a remote-first company 
• Health insurance plans through Aetna (medical, dental, and vision), including FSA & HSA plans
• 401k plan (Roth and Traditional)
• Free access to One Medical, Teladoc, and Health Advocate 
• Monthly therapy, wellness, and ClassPass fitness stipends
• Co-working space membership access
• Monthly work-from-home stipend to power your wifi, lunches, coffee, and more 
• One-time home office stipend to set up your home office
• Comprehensive parental leave plans 
• 9 paid holidays, 1 Alma Mental Health Day, and 1 Alma Volunteering Day
• Unlimited PTO

Salary Band: $58,500 - $95,000

Alma’s compensation philosophy is driven by our company value of building equity. To best ensure pay equity, we typically bring in new hires near the middle of our listed salary bands and we do not negotiate our compensation (i.e. all people hired at the same level & role are brought in at the same salary, equity, and benefits). The recruiter you work with can provide more details on our philosophy. 

All Alma jobs are listed on our careers page. We do not use outside applications or automated text messaging in our recruiting process. We will not ask for any sensitive financial or identification information throughout the recruiting process. Any communication during the recruitment process, including interview requests or job offers, will come directly from a recruiting team member with a helloalma.com email address.