Customer Experience Data Analyst
About the role
Position Summary
The Customer Experience Data Analyst ensures exceptional customer readiness by owning insights and reporting related to onboarding, inquiry resolution, and process clarification designed to improve operational efficiency, customer satisfaction, and business performance.
This role manages customer interaction data, documentation accuracy, issue resolution, and cross-functional coordination while driving consistent service delivery. Leveraging AI as a force multiplier, the position enhances response speed, decision quality, workflow efficiency, knowledge accessibility, and continuous improvement through intelligent automation and actionable insights.
Operating within Empower's hyper-growth, highly regulated 503A/503B pharmacy environment, the role balances compliance, quality, and customer experience while supporting scalable operations. Success requires strategic thinking, disciplined execution, exceptional learning agility, collaborative problem-solving, and unwavering accountability to deliver outstanding service outcomes across evolving business priorities.
Responsibilities
Customer Onboarding and Analytics
- Onboarding Management: Measure end-to-end customer onboarding activities, validate required information, identify process efficiencies, educate stakeholders, and ensure seamless transitions into operational workflows. Utilize AI-powered knowledge tools, workflow automation, and intelligent recommendations to accelerate onboarding timelines, improve documentation quality, enhance decision-making, and deliver consistent customer experiences while maintaining compliance with established organizational standards.
- Analytical Scoping: Partner with business stakeholders to scope open-ended analytical questions and translate them into structured analyses. Apply AI-assisted validation, document review, and exception detection capabilities to improve accuracy, reduce processing delays, support informed decision-making, and maintain high-quality onboarding outcomes within a regulated operational environment.
- Experimentation: Design and analyze experiments, including A/B tests and cohort studi