Description

Founded in 1934, Medical Mutual is the oldest and one of the largest health insurance companies based in Ohio. We provide peace of mind to more than 1.6 million Ohioans through our high-quality health, life, disability, dental, vision and indemnity plans. We offer fully insured and self-funded group coverage, including stop loss, as well as Medicare Advantage, Medicare Supplement and individual plans.

Medical Mutual’ s status as a mutual company means we are owned by our policyholders, not stockholders, so we don’t answer to Wall Street analysts or pay dividends to investors. Instead, we focus on developing products and services that allow us to better serve our customers and the communities around us and help our members achieve their best possible health and quality of life.

Under moderate to limited supervision, conducts routine to moderately complex quantitative analysis supporting strategic business decisions. Focuses on measuring and analyzing customer behaviors across channels and interactions. Primarily works indirectly with internal business customers.

Responsibilities

Customer Data Analyst I

Implements analytics strategy and approach including routine or basic processes and analyses to deliver meaningful and actionable results as it relates to customer behavior, feedback, operational metrics and segmentation.
Combines data from the customer data warehouse, operational systems, and channel specific reporting systems to deliver actionable insights.
Produces daily and weekly surveys and compiles results as needed. Analyzes and presents results to team and internal partners.
Publishes and communicates results, ensuring timely and accurate reports are delivered to internal business partners.
Delivers cross-channel metrics which identify customer trends.
Performs ad-hoc reporting requests as needed.

Customer Data Analyst II

Identifies, recommends and implements analytics strategy and approach including routine to moderately complex processes and analyses to deliver meaningful and actionable results as it relates to customer behavior, feedback, operational metrics and segmentation.
Combines data from the customer data warehouse, operational systems, and channel specific reporting systems to deliver actionable insights.
Publishes and communicates results, ensuring timely and accurate reports are delivered to business partners.Develops dashboards and presentations which include solutions to known problems. Responds and follows up on questions from business partners.
Delivers cross-channel metrics and identifies customer trends.
Performs ad-hoc reporting requests as needed.

Customer Data Analyst III

Implements analytics strategy and approach, including routine to complex and/or varied processes and analyses to deliver meaningful and actionable results as it relates to customer behavior, feedback and operational metrics and segmentation.
Collaborates with business partners to identify issues and develop statistically valid and methodologically sound approaches to address business needs.
Publishes and communicates results, ensuring timely and accurate insights are delivered to business partners. Develops dashboards and presentations which include solutions to known problems. Responds and follows up on questions from business partners.
Orients, trains and assists more junior level staff.
Performs ad-hoc reporting requests as needed.

Sr. Customer Data Analyst

Implements analytics strategy and approach, including complex and/or varied processes and analyses to deliver meaningful and actionable results as it relates to customer behavior, feedback, operational metrics and segmentation
Collaborates with business partners to identify issues and develops and implements statistically valid and methodologically sound approaches to address business needs
Publishes and communicates results, ensuring timely and accurate reports are delivered to the business partners
Provides reporting and analytics to support business processes, including accessing data structures and using analytical tools
Delivers cross-channel metrics which identify customer trends and cross business feedback
Orients, trains and assists and may review work of more junior level staff.
May provide project specific indirect leadership to other analysts within the customer experience department.
Provides limited or indirect supervision or leadership responsibility over a group.
Performs other duties as assigned.

Lead Customer Data Analyst

Helps devise analytics strategy and approach, including complex and/or varied processes and analyses to deliver meaningful and actionable results as it relates to customer behavior, feedback, operational metrics and segmentation.
Identifies business partners needs and collaborates with business partners to develop and implement statistically valid and methodologically sound approaches to address them.
Identifies trends within analytics and proactively seeks out the appropriate level to elevate anticipated issues. Helps other analysts with identifying and resolving issues.
Determines the best course of action using a variety of data sources. Coaches other team members on how to assess possible solutions and draw conclusions from their findings.
Coaches others on how to assess possible solutions and draw conclusions from their findings. Leads peer review sessions.
Displays a broad cross-team positive influence. Helps team members to operate at a higher level.
Delivers cross-channel metrics which identify customer trends and cross business feedback.
Provides indirect supervision or leadership responsibility over a group.
Performs other duties as assigned.

Qualifications

Qualifications

Customer Data Analyst I

Education and Experience:

Bachelor’s Degree in Statistics, Economics, Social Sciences or related field.
Up to 1 year of professional work experience or educational project experience in customer/marketing analysis, working with data bases and basic statistics.