Global Insights and Customer Experience Analyst

Lead and oversee the development of a robust insights ecosystem, leveraging advanced analytics and market research to understand customer needs, behaviors, and expectations

Define and execute a comprehensive strategy for Global Insights and Customer Experience that supports the organization's eyewear and software business objectives

Design and oversee initiatives to improve the customer journey within the eyewear and software business, focusing on speed, accuracy, and transparency

Ensure alignment between eyewear and software business processes and customer expectations, addressing pain points and fostering seamless engagement

Apply data-driven decision making to identify improvements that elevate the customer experience, increase operational efficiency, and expand revenue and profit

Identify trends that shape the future of how consumers experience the company's products and services

Actively analyze market trends, customer needs, and competitive landscape to identify opportunities for the company's future offerings

Partner with GTS (Global Technology Solutions) teams to implement and optimize tools and platforms for real-time data analysis and performance tracking

Partner with VSP Enterprise Marketing teams to deliver initiatives driven by data insights, enhancing customer experiences, and driving revenue growth through tailored marketing campaigns and digital strategies

Partner with Provider Solutions teams to deliver on doctor value that boosts our competitive advantage and proactively addresses trends impacting eye care practices

Utilize proprietary data, syndicated sources, and market research to identify trends, opportunities, and risks that inform strategic decisions

Translate complex data sets into meaningful business insights and recommendations that drive growth and operational efficiency

Partner with internal data owners, analytics teams, and business units to ensure alignment and accuracy of data inputs and outputs

Understand data science tools and methodologies to clearly articulate requirements and guide technical teams on what is needed for analysis

Present findings in a clear, compelling manner to both technical and non-technical audiences, ensuring insights are actionable and aligned with business objectives

Stay informed on emerging data trends, tools, and best practices to enhance analytical capabilities and business impact

Job Specifications:

Typically has the following skills or abilities:

Bachelor's degree in business, Supply Chain Management, Data Analytics or related field, or equivalent experience

8+ years of experience translating complex data science concepts into clear business recommendations

Working knowledge of database systems and data modeling principles, ensuring secure and optimized data storage.

Proficiency with business intelligence (BI) platforms (e.g., Power BI, Tableau) to create real-time dashboards and visualizations.

Strong background and understanding of statistical analysis and data science principles (e.g., machine learning, predictive modeling) using tools such as Python or R.

Experience with Customer Relationship Management (CRM) systems (e.g., Salesforce, Microsoft Dynamics) to track and manage customer interactions.

Awareness of AI-driven technologies (e.g., natural language processing, computer vision) to further enhance insights and improve customer experience.

Excellent verbal and written communication skills. Ability to present complex concepts clearly and effectively to various stakeholders.

Prior experience analyzing and applying a broad organizational and business perspective to identify and maintain focus on key drivers of organizational performance to maintain product viability within the market.

Strong understanding of market trends/needs, business requirements and balance them successfully.

Ability to work independently and collaboratively in a fast-paced environment.

Demonstrate analytical and strategic problem-solving skills.

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Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, please click here.

Unincorporated LA County Residents: Qualified Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, and any other similar laws.

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