Senior CX Insights Analyst

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You'll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

Summary

The Sr. Professional Data Analyst delivers scalable, omnichannel insights by combining advanced analytics, data engineering, and storytelling. This role partners cross?functionally to define key metrics, build and maintain data pipelines and dashboards, and analyze large structured and unstructured datasets to surface trends, risks, and improvement opportunities across customer and operational journeys.

The analyst stitches data across channels to create a holistic view, applies advanced techniques (including text analysis where applicable), and translates complex findings into clear, actionable recommendations for executives and operational teams. The role emphasizes data quality, governance, continuous improvement, and efficiency through automation and process optimization, particularly within healthcare, insurance, and claims environments.

Your role in our mission

• Collaborate with team members and stakeholders to define key business metrics, deeply understand business challenges, and gather requirements for insights that should be made available at scale.
• Architect and maintain data pipelines, design data models, and build new dashboards to address stakeholder needs across multiple business domains.
• Analyze large volumes of structured and unstructured data (text, logs, call notes, chat transcripts, surveys, etc.) to surface emerging trends, signals, and potential pain points in customer and operational journeys.
• Stitch structured and unstructured datasets to deliver holistic, omnichannel insights, providing a full customer and operational view across channels.
• Apply NLP, classification techniques, clustering, or pattern?detection methodologies (where applicable) to discover insights-following the data to uncover hidden opportunities or emerging issues.
• Deliver clear, compelling presentations that translate complex analytical findings into actionable recommendations for executives and operational teams.
• Maintain and enhance existing data infrastructure, dashboards, and reporting assets based on evolving business needs.
• Publish and maintain clear documentation to inform and educate users at scale, gather feedback, and identify opportunities for improvement.
• Identify ways to streamline and improve efficiency across channels, including workflow automation and process optimization.
• Work cross?functionally with product, engineering, operations, CX, data governance, and other teams to align on data needs, requirements, and solutions.
• Stay organized, manage multiple priorities, and adjust analytical approaches as new data signals or unexpected patterns emerge.

What we're looking for

• 2-5 years of experience in Data Analytics.
• Experience in Python and/or other data scripting languages and hands-on experience with a BI visualization tool (Power BI, Tableau, Cognos, etc.).
• Strong SQL querying and data modeling skills, with experience analyzing large structured and unstructured datasets (e.g., text, transcripts, logs).
• Ability to stitch structured and unstructured data to produce omnichannel insights and detect emerging trends or pain points.
• Experience with cloud data environments (AWS or Azure preferred).
• Experience with data governance, data quality concepts, or data quality tools.

What you should expect in this role

• Fully remote position.
• Opportunity to travel through your work up to 25% of the time.

This posting is intended for pipelining. We will accept applications on an ongoing basis.

The pay range for this position is $69,400.00 - $99,200.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You'll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits , and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You'll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines "wages" and "wage rates" to include "all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.

Salary : $69,400 - $99,200