Unclassified - Chicago, IL
posted 3 months ago
GoHealth is a leading health insurance marketplace and Medicare-focused digital health company. We are seeking a Customer Operations Strategy Analyst who is a team player, driven, highly analytical, and has a history of implementation success. This role will report to the Senior Strategy Associate and will be pivotal in driving operations, analytics, and strategy across GoHealth, with a primary focus on the customer operations team. The successful candidate will collaborate with key stakeholders from internal business units and external partners to help create a best-in-class experience for our members. The GoHealth Customer Operations team interacts with hundreds of thousands of GoHealth members, aiming to improve member experience and satisfaction with products purchased from GoHealth. As a Customer Operations Strategy Analyst, you will obtain a deep understanding of our processes and technology stack across the entire funnel to ensure a smooth transition of members through our sales funnel and to the customer operations team post-sale. You will gather and analyze data, formulate and test hypotheses, synthesize findings, and develop go-forward plans aimed at increasing member engagement, managing member churn, and increasing customer lifetime value. In this role, you will collaborate with members of the marketing, sales, technology, finance, data science, and commercial teams to define and achieve KPIs and identify areas for improvement. You will introduce and manage change within the team, especially as it relates to various process improvement initiatives. A willingness to dig into data, take risks, experiment, and learn from it is essential. You will also develop external partner-ready materials with minimal review from senior leaders and display proficiency in summarizing multiple data sources into digestible insights for executive audiences.