Ear Professionals Group is dedicated to helping connect hearing providers with patients through trusted programs and strong relationships. Hearing benefit and discount programs through Ear Professionals Group connect more than 80 million potential members with hearing solutions. Our team’s mission is to be focused on making hearing technology more affordable and accessible.
Summary
We are seeking a remote Business Analyst Consultant to help build and launch our new Voice of the Customer (VOC) program. This is a technical, project-focused role that supports the implementation of our Qualtrics XM Discover platform. In this role, you will work closely with the program lead to develop the linguistic rubrics and sentiment models used to analyze member calls, chats, and surveys. You will be responsible for the day-to-day maintenance of these machine learning models, ensuring they accurately capture member feedback and translate it into clear, actionable dashboards for our operations teams. This is a unique opportunity to gain deep technical experience in AI-driven analytics within the healthcare industry.
Responsibilities
- Assist in the development and implementation of VOC strategy concerning, but not limited to:- Overall analysis, measurement, and insights delivery
- NLP modeling and query building
- Dashboarding functionality and presentation
- Stakeholder Relationship Management
- Ad-Hoc Reporting
- Self-Service Reporting through Dashboard Utilization
- Identification and prioritization of existing and future sources of member feedback
- Selection and utilization of VOC tools
- Collaborate with business partners and stakeholders to design and deliver VOC solutions including modeling, analysis and reporting
- Support the management of our relationships with vendor partners
- Serve as a key resource on complex and/or critical VOC issues
Required Qualifications:
- Bachelor’s degree or higher
- 3+ years of experience in one or more of the following areas:- Data analysis
- Reporting / business intelligence
- Statistical modeling
- Business analysis
- Customer surveys
- Call Center reporting
- Advanced level of proficiency with MS Excel
- Excellent verbal and written communication and presentation skills
- Experience in developing program plans and roadmaps
- Ability to problem solve including multiple priorities and research conflicting and/or inaccurate data
Preferred Qualifications:
- Degree in Business, Marketing, Communications, Finance, Math, Health Administration or related field
- Direct healthcare experience with a focus on Hearing Health
- Strong critical thinking skills including problem solving, decision making and analysis
- Exhibits a high degree of ingenuity, creativity and resourcefulness and works well with ambiguity
- Prior experience working with customer feedback including, but not limited to, survey data
- Prior experience using call center data and reporting
- 3+ years in a Consumer Experience (CX) role creating insights and influencing decision makers
- Net Promoter System certified or experience working with a NPS system
- Prior experience using natural language processing technology and/or machine learning algorithms to perform analysis
- Demonstrated ability to interact with and influence all levels of an organization, regardless of direct authority. Success working closely with executive leadership.
- Experience working with virtual teammates and stakeholders
- Experience in building models, rubrics or dashboards in XM Discover
Benefits & Perks
- Competitive salary and performance-based incentives
- Medical, dental, and vision coverage starting first day
- Health Savings Accounts with company contributions
- Paid time off and holidays, including floating holiday
- 401(k) plan with company match
- Employee assistance program and wellness resources
Compensation Range
$83,000.00 to $115,000.00 per year
The expected compensation range for this position reflects what we reasonably anticipate offering for this role. The final compensation will be determined by a variety of factors, including education, qualifications, skills, prior experience, demonstrated competencies, and geographic location. The total compensation package may include base salary along with eligibility, after a qualifying period, to participate in performance-based and discretionary incentive programs.
Ear Professionals Group is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other status protected by law.