Customer Experience Analyst Coordinator at GEHA, Inc.

Summary
The Customer Experience Analyst Coordinator is responsible for supporting customer experience (CX) and retention programs through data-driven survey design and implementation. Key responsibilities include supporting program launches, VOC survey and member panel management and optimization, and collaborating with cross-functional teams to enhance member engagement and insights. The position requires strong analytical skills matched with the ability to understand the impact of the data on driving actionable outcomes and supporting organizational goals.

Duties

· Designing, implementing, and reporting key quantitative and qualitative insights in an actionable, comprehensive format.

· Support the CX Director in regularly providing updates to key stakeholders and leadership.

· Provide coordination, discussion documentation and actionable execution support across CX Initiatives to ensure appropriate prioritization and sequencing of activities.

· Lead CX/member project coordination and execution by ensuring tasks are completed on time and within budget. Communicates effectively with team members, tracks project progress, manages logistics, and handles administrative tasks to keep the project organized.

· Lead design, membership, and survey design of G.E.H.A member panels or third-party panels using Disqo in support of VOC program needs and optimization.

· Support CX coordination as needed including monitoring and re-directing “member inbox” which is a direct communication from members to G.E.H.A from marketing materials. Track results of common questions and issues to recommend improved experiences, processes, and communications.

· Other duties as assigned.