Analyst, Customer Insights
About the position Due to growth, we are adding a Customer Insights Analyst to our team. The Customer Insights Analyst supports the development and execution of Lumicera’s comprehensive, data-driven Voice of the Customer (VoC) program by transforming customer feedback into actionable insights. This role is responsible for analyzing feedback across multiple channels to identify trends, uncover root causes, and surface opportunities to improve the customer experience. The Analyst interprets complex data, exercises independent judgment, and translates findings into dashboards, reports, and presentations that inform decision-making across operational teams, clinical stakeholders, product partners, and leadership. Is this you? Find out more below! Responsibilities • Exercise independent judgement to interpret customer insights, identify risks and opportunities, and recommend strategic and operational actions related to feedback received from VoC sources, including client and patient surveys, complaints/grievances, social media/online reviews, and other ad hoc feedback channels. • Manage and operationalize customer feedback workflows, including categorization, prioritization, routing, and development of customer-facing communications (e.g., grievance responses), in alignment with regulatory and compliance standards. • Monitor and evaluate customer experience metrics and indicators to identify trends, risks, and opportunities requiring action. • Conduct advanced analysis, including root cause analysis, to identify trends, correlations, drivers of satisfaction and dissatisfaction, and changes in customer sentiment across channels. • Translate quantitative and qualitative analysis into actionable insights and recommendations that influence strategic and operational decision-making. • Develop and deliver insights through dashboards, reports, and presentations tailored to diverse audiences, including operational teams, clinical stakeholders, product partners, and executive leadership. • Partner with and influence cross-functional stakeholders by representing the voice of the customer in discussions and driving alignment through data-backed insights. • Identify and evaluate customer experience improvement opportunities by connecting insights to operational, process, and service impacts, and contributing to scenario planning and decision support. • Assess and report on the effectiveness of cross-functional customer experience improvement initiatives and outcomes, connecting survey findings, market insights, improvement strategies, and implemented results to provide a holistic view of customer experience progress – informing future strategy and prioritization. • Contribute to advancement of VoC program methodologies, tools, and frameworks, including tagging structures, reporting approaches, journey mapping, and integration of market research and competitive benchmarking insights. • Ensure adherence to compliance, data governance, and organizational policies related to customer data, privacy, and feedback handling. • Other duties as assigned. Requirements • Bachelor’s degree in business, healthcare, analytics, marketing, psychology, or a related field, or equivalent work experience, required. • 3+ years of experience analyzing customer feedback across multiple channels (e.g., surveys, complaints, reviews) to identify trends, risks, and opportunities for improvement required. • 3+ years of experience applying quantitative and qualitative analysis techniques to interpret data and generate actionable insights required. • 3+ years of experience working with customer experience measurement frameworks and metrics, such as Net Promoter Score (NPS), customer satisfaction (CSAT/OSAT), or similar indicators required. • 3 years of experience synthesizing data and communicating findings through reports, dashboards, or presentations to stakeholders required. • Participate in, adhere to, and support compliance program objectives. • The ability to consistently interact cooperatively and respectfully with other employees. Nice-to-haves • Experience using data and insights to inform business decisions or improvement initiatives preferred. Benefits • Top of the industry benefits for Health, Dental, and Vision insurance • 20 days paid time off • 4 weeks paid parental leave • 9 paid holidays • 401K company match of up to 5% - No vesting requirement • Adoption Assistance Program • Flexible Spending Account • Educational Assistance Plan and Professional Membership assistance • Referral Bonus Program – up to $750!