Senior Account Experience Analyst, Health Plan

About the Role

Key Responsibilities

• Enhance and elevate the broker and client experience across all channels, including direct-to-consumer initiatives.
• Drive ongoing engagement and content creation around proactive communication, education, training, and resources.
• Transform feedback into actionable insights that align with business objectives and regulatory standards.
• Improve the overall experience by understanding how enhancements impact sales, brand loyalty, retention, and satisfaction.
• Review and improve CRM systems and feedback tools to gather and interpret data.
• Align data insights with business objectives to improve satisfaction, retention, and engagement.
• Collaborate with cross-functional teams and lead projects spanning multiple departments.
• Manage and deliver projects on time while maintaining high standards of quality and accuracy.

Requirements

• An associate degree in a business or related field is required.
• A bachelor’s degree in business or related field and/or work experience equivalent is preferred.
• A minimum of 5 years of experience in customer experience management, sales, or account management, preferably within the health insurance or healthcare industry.
• Proven track record of developing and executing experience strategies that drive measurable improvements in satisfaction and retention.
• Familiarity with the regulatory environment and industry-specific challenges.

Qualifications

• Associate degree in a business or related field (required)
• Bachelor’s degree in business or related field (preferred)
• Work experience in customer experience management, sales, or account management (minimum 5 years)

Benefits & Perks

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• A 401(k) retirement plan
• Work/life balance benefits
• Generous time off package