Lead Insights Analyst - Customer Insights

The Opportunity:

We’re looking for an experienced Lead Customer Insights Analyst for the Business Operations team who is passionate about improving the landscape for mental healthcare. 

You will be responsible for working with Operations and Cross-Functional Leadership to drive improvements in the end-to-end, holistic customer experience across Grow Therapy touchpoints. You will surface, size, and prioritize opportunities that meaningfully improve customer satisfaction & business outcomes – including client/provider sentiment, touchpoint satisfaction, and operational excellence. 

You will approach Insights projects both creatively and analytically, using different tools in your toolkit to help decision-makers understand the current state, pain points, and actionable solutions. You should have intermediate SQL skills, able to combine operational data across multiple sources to paint a full picture of the available data about customers. You should also have a strong skillset in building presentations, visualizing data, and synthesizing insights across different sources to drive alignment & action towards solutions. A “nice-to-have” is if you have some experience working with survey data, including dashboarding longitudinal survey data. Some projects will also involve process/journey mapping, stakeholder ideation & design thinking workshop facilitation, survey methodology, or conducting primary research with customers; you ideally either have experience/exposure in some of these skills, or are a quick learner with a keen interest in this type of work.

This is an ideal role for candidates who either have a background in quantitative UX research & insights (with a strong SQL skillset) or a background in data analytics with strong presentation & communication skills (interested in pivoting to an insights role).

What You’ll Be Doing:

• Analyzing customer sentiment data collected from internal users & external audiences to identify pain points & opportunities

• Pulling internal data across different data sources to size impact on KPIs

• Creating presentations that combine quantitative findings with qualitative insights

• Working with various Business Operations stakeholders on identifying key questions, translating to a project plan, and sharing back findings & recommendations

You’ll Be a Good Fit If: 

• 4+ years of experience in an analytical role, with intermediate SQL and some experience with dashboarding software

• Healthcare experience in either the patient, provider, or payor spaces

• Experience working with projects that use data to drive improvements in customer experiences

• Love building presentations & data visualizations – telling both the customer story and the business impact

Employment Type: Full Time, Exempt Base Compensation: The base compensation range for this position is

Hybrid Commitment: $152,000–$177,000 USD Annually (or $XX.00 - $XX.00 USD per hour)

Fully Remote Commitment: $127,000–$148,000 USD Annually (or $XX.00 - $XX.00 USD per hour)

This role can be hybrid (onsite from our NYC, San Francisco, or Seattle hub location three days per week: Tuesday, Wednesday, Thursday) or fully remote. Both arrangements include travel 2–3 times per year (e.g., company and department offsites). The base compensation for this role will vary depending on several factors, including relevant experience, qualifications, and the candidate’s working location.