Business Analyst, Customer Success

About the Role We are seeking a CX Program & Strategy Manager to support the evolution and scaling of Customer Experience across a growing portfolio of AI-driven healthcare clients. This role sits at the intersection of CX analytics, process improvement, and client-facing team enablement. You will work closely with CX leadership and pod teams to bring structure, consistency, and insight to Current State Assessments (CSA), churn risk analysis, KPI tracking, and CX operations. The ideal candidate is comfortable working with data, improving and standardizing existing frameworks, and translating customer signals into practical CX processes, templates, and recommendations that support client-facing teams. Core Responsibilities (Ordered by Priority) 1. Current State Assessment, Risk & Customer Health Analysis Support and evolve the CSA (Customer Success Assessment) framework across clientsSynthesize qualitative and quantitative inputs into clear customer health summariesIdentify client pain points, needs, and risks, and recommend process and workflow improvements to address themSupport consistent execution of CSA and risk reviews across clients 2. CX Hygiene Measurement & Feedback Design and manage CX surveys, scorecards, and feedback mechanismsMeasure CX hygiene across clients and delivery teamsAnalyze results to identify gaps, trends, and improvement opportunitiesShare insights and recommendations with CX leadership and client-facing teams 3. Templates, Playbooks & Process Improvement Build, refine, and maintain CX templates, playbooks, and handbooks, informed by internal learnings and market researchStandardize CSA, onboarding, and project management support for client managementImprove existing CX processes to make them more repeatable and scalableSupport prioritization frameworks that help client-facing teams focus on high-impact work 4. Data Analysis & KPI Tracking Analyze CX-related data from healthcare record systems and voice systemsSupport analysis of structured and unstructured data (e.g., usage data, call transcripts)Help define, track, and report on key CX metrics and KPIsTranslate data findings into practical insights for CX leadership and client-facing teams 5. Program Management & Cross-Pod Support Help maintain cadences for CSA reviews, risk reviews, and CX reportingPartner with client-facing managers to align on timelines, expectations, and required inputsSupport coordination across pods to ensure consistent CX execution What Success Looks Like CSA and churn risk reviews are consistent, timely, and actionableCX hygiene across clients is measurable and visibleCX templates and playbooks are actively used by client-facing teamsCX KPIs are clearly defined, tracked, and regularly reviewedCX leadership has better visibility into customer health and delivery trends Qualifications Experience in Customer Experience, Customer Success, Program Management, Consulting, or OperationsStrong analytical skills and comfort working with customer and operational dataExperience improving processes, templates, or operating modelsAbility to work across teams and manage multiple prioritiesStrong written and verbal communication skillsComfortable operating in fast-paced, evolving environments Nice to Have Experience in US healthcare, health tech, or regulated environmentsExposure to AI-driven or data-heavy productsExperience working with surveys, KPIs, or customer health frameworksBackground in consulting, CX operations, or strategy-adjacent roles Why This Role Matters This role will help bring consistency, insight, and structure to how Customer Experience operates at scale. You will support CX leadership and client-facing teams by improving how customer health is measured, how insights are surfaced, and how CX processes are applied day to day. .