Analyst, Client Experience & Optimization

Location: Hybrid 3 days (offices in NYC, Denver, CO and Charlotte, NC area)

Position Summary:

The Senior Analyst, Client Experience & Optimization (CERO) supports the Risk Management function by independently coordinating risk-based operational initiatives from intake through execution, using judgment to develop approaches, evaluate cross-functional inputs, and escalate risks or barriers at appropriate decision points. The Analyst validates, routes, and tracks client-impacting issues; coordinates cross-functional workstreams; and produces analysis and reporting that support performance guarantee, audit, finance, and client-experience outcomes. This role identifies operational gaps and recurring risk patterns, develops and maintains process documentation and workflow maps, builds operational dashboards and KPI reporting, and supports the automation of manual processes to improve consistency, data quality, and operational efficiency across Client Services. The Analyst applies proficiency in spreadsheets, workflow tools, and structured data, together with project-coordination and analytical skills, to surface improvement opportunities and advance operational excellence.

Position Responsibilities:

• Support intake review, issue validation, routing, and tracking of client-impacting issues, projects, and cross-departmental initiatives, ensuring accurate ownership and visibility into ongoing work.
• Coordinate and execute cross-functional workstreams and project plans that move risk-based operational initiatives from intake through resolution.
• Create and maintain process documentation, SOPs, and workflow maps that support process improvement and feed operational knowledge-base needs.
• Analyze intake volume, issue categories, SLA performance, workflow trends, and cross-functional inputs to evaluate root causes, identify client-impacting operational trends and bottlenecks, and recommend practical solutions based on available data, precedent, and operational risk.
• Develop, maintain, and refine operational dashboards, KPI reporting, and recurring trend analysis that provide visibility into Client Services operational activity, using reporting outputs to identify risk patterns, support decision-making, and partner with Analytics on dashboard enhancements and data-quality improvements.
• Support the automation of manual reporting and tracking processes to reduce manual effort and improve efficiency.
• Identify manual or inefficient processes and recurring risk patterns, and propose and support implementation of improvement opportunities in partnership with the Manager.
• Partner with stakeholders to improve data quality and reporting accuracy.
• Participate in cross-functional planning, problem-solving, and readiness activities that support Client Services, audit, and performance guarantee outcomes.
• Lead small initiatives

Required Qualifications:

• Bachelor's degree or equivalent experience
• 3-5 years of experience in client services, operations, analytics, or process improvement roles
• Ability to coordinate and execute cross-functional projects and workstreams from intake through completion, keeping tasks, timelines, and stakeholders on track
• Ability to analyze operational data and build recurring reporting and dashboards to identify trends and support decision-making
• Strong documentation, organization, and attention to detail
• Proficiency with spreadsheets and workflow tools, including the ability to analyze structured data and identify trends
• Interest in process optimization, automation, and operational risk
• Strong written and verbal communication skills and the ability to work across cross-functional teams
• Project coordination or process improvement experience

Preferred Qualifications:

• Experience with SQL, Power BI, or Tableau.
• Experience with Excel Power Query; Python is a plus.
• Business process mapping, workflow automation, and project-tracking tools such as Jira.
• Formal project management methodology or certification (e.g., Agile/Scrum, PMP).
• Experience in healthcare, PBM, health plan, or payer environments.
• Familiarity with performance guarantees, audit, or operational risk programs.