Analyst

About the role

Join our team as an Analyst, where you will own our member experience strategy with a focus on driving NPS and maintaining exceptional satisfaction as we scale. You will analyze member feedback and NPS data, design solutions to eliminate recurring issues, and drive cross-functional operational change. This role requires advanced SQL skills, exceptional communication abilities, and a strong experimentation mindset. Key missions: Own the member experience strategy, focusing on driving NPS and maintaining exceptional satisfaction as the company scales.. Analyze member feedback and NPS data to identify patterns, root causes, and early warning signals, and design solutions that eliminate recurring issues.. Build analytics and reporting directly from raw data using SQL and lightweight tooling, and define metrics, dashboards, and monitoring systems. Profile: - Startup or high-growth environment experience is strongly preferred - Prior people management experience is preferred but not required - Advanced SQL skills with experience building analytics from raw datasets - Exceptional written and verbal communication with the ability to present data-driven insights to senior leadership, coach team members on systematic thinking and problem-solving, and maintain collaborative relationships across all organizational levels - Hands-on experience using AI tools to prototype, automate, and accelerate analytical or operational workflows - Build strong stakeholder relationships without direct authority, and follow through relentlessly to ensure implementation and measure outcomes - Comfortable owning initiatives end-to-end, not just delivering analysis - Strong experimentation mindset and technical curiosity - Comfort working without established BI tools; ability to stand up scrappy but reliable reporting - Demonstrated ability to translate member insights into actionable recommendations for Product, Operations, and Clinical teams - Proven ability to identify root causes in customer feedback, implement scalable solutions that prevent recurring issues, and drive measurable improvements in member satisfaction metrics through data-driven decision-making and rapid experimentation cycles - Bachelor’s degree or equivalent practical experience - Python or scripting experience is a strong plus - Side projects or examples of scrappy, self-directed technical builds - Direct-to-consumer or high-touch service products - Healthcare, medical, or regulated service environments - 3+ years in analytics, data, operations, or customer experience roles with demonstrated impact