Analyst, Function

• Advanced SQL skills with experience building analytics from raw datasets
• Comfort working without established BI tools; ability to stand up scrappy but reliable reporting
• Python or scripting experience is a strong plus
• Hands-on experience using AI tools to prototype, automate, and accelerate analytical or operational workflows
• Strong experimentation mindset and technical curiosity
• Proven ability to identify root causes in customer feedback, implement scalable solutions that prevent recurring issues, and drive measurable improvements in member satisfaction metrics through data-driven decision-making and rapid experimentation cycles
• Demonstrated ability to translate member insights into actionable recommendations for Product, Operations, and Clinical teams
• Build strong stakeholder relationships without direct authority, and follow through relentlessly to ensure implementation and measure outcomes
• Comfortable owning initiatives end-to-end, not just delivering analysis
• Exceptional written and verbal communication with the ability to present data-driven insights to senior leadership, coach team members on systematic thinking and problem-solving, and maintain collaborative relationships across all organizational levels
• Bachelor’s degree or equivalent practical experience
• 3+ years in analytics, data, operations, or customer experience roles with demonstrated impact
• Startup or high-growth environment experience is strongly preferred
• Prior people management experience is preferred but not required

Desirable

• Own our member experience strategy with a primary focus on driving NPS and maintaining exceptional satisfaction as we scale
• We’ve grown 5x in the last 6 months and expect similar hypergrowth ahead. What worked at 500 members breaks at 5,000. This role exists to anticipate those breaking points early, using SQL-driven analysis, lightweight tooling, and AI-powered experimentation to surface friction before it becomes systemic
• This is not a traditional customer support or CX role. You will spend a significant portion of your time building the data foundations yourself — defining metrics, standing up reporting, and prototyping tools — and then using those insights to drive cross-functional operational change
• Analyze all member feedback and NPS data to identify patterns, root causes, and early warning signals
• Design solutions that eliminate recurring issues at the system level, not just resolve individual cases
• Drive NPS from the current baseline through data driven improvements
• Own the full improvement cycle: issue identification → solution design → implementation → impact measurement
• Proactively identify where processes will break as volume and complexity increase
• Build analytics and reporting directly from raw data using SQL and lightweight tooling
• Define metrics, dashboards, and monitoring systems without relying on existing BI platforms
• Build dashboards and tracking systems that provide real time visibility into member satisfaction
• Leverage AI tools to prototype workflows, automate analysis, and accelerate insight generation
• Run rapid experiments, measure outcomes, and iterate quickly in a resource-constrained environment
• Translate analytical insights into actionable recommendations for Product, Operations, and Clinical teams
• Lead cross-functional initiatives driven by data, owning execution through to measurable outcomes
• Build strong relationships with stakeholders and influence priorities across the organization
• Ensure insights turn into durable processes or system changes that scale
• Follow through relentlessly to ensure other teams implement necessary changes
• Present data driven recommendations to senior leadership and drive accountability for outcomes
• Early phase: Majority of time spent on technical build-out (analytics foundations, reporting, tooling)
• Steady state: Less time maintaining data systems; more time leading operational projects powered by insights
• High-autonomy role requiring comfort defining the “how” in ambiguous, fast-moving environments