Founded in 1934, Medical Mutual is the oldest and one of the largest health insurance companies based in Ohio. We provide peace of mind to more than 1.2 million members through our high-quality health, life, disability, dental, vision and indemnity plans. We offer fully insured and self-funded group coverage, including stop loss, as well as Medicare Advantage, Medicare Supplement, and individual plans.

Applies cross business knowledge and experience to assess gaps, make recommendations and work with various operational areas to improve the customer experience and cross company operational performance.

This position has the option to work fully remote; Ohio residents preferred.

Responsibilities

Speech Insight Analyst I

• Acts as enterprise Voice of the Customer (VOC) subject matter expert.Uses broad knowledge of health insurance, service and customer experience to identify trends, competitive advantages, pain points and risks both historically and proactively, to inform the Company’s efforts to align and prioritize opportunities with its brand promise and purpose

• Creates reports and presentations to record call study results and provide to internal customers

• Provides support to Customer Experience Peers

• Maintains Verint Speech Analytics Software including speech categories, boosting and Verint SQL table definitions

• Increases the effectiveness of the VOC program by growing information sources and networking internally and externally

• Supports corporate process improvement initiatives and participates in cross-functional projects to optimally support the business needs of the company

• Performs other duties as assigned

Speech Insight Analyst II

• Conducts call studies and utilizes results (along with member surveys and various reports) to identify customer pain points, provide insights and translate into improvement opportunities.

• Explores customer pain points to identify primary opportunities for improvements across people, process and technology. Increases the effectiveness of the Voice of Customer (VOC) program by growing information sources and networking internally and externally.

• Creates reports and presentations to the business quantifying opportunities, identifying root cause, level of impact upon the business, and making specific recommendations for improvement.

• Collaborates with call center and operational business partners to recommend solutions to address customer pain points.

• Collaborates with team leadership and colleagues to monitor customer trends to identify anomalies in expected patterns and impact of performance improvements.

• Gauges the impact of any change implemented across the business on customers and business performance.

• Supports Customer Experience Peers and corporate process improvement initiatives. Participates in cross-functional projects to optimally support the business needs of the company.

• Maintains Verint Speech Analytics Software including speech categories, boosting and Verint SQL table definitions.

• Performs other duties as assigned.

Senior Speech Insight Analyst

• Conducts call studies and utilizes results (along with member surveys and various reports) to identify customer pain points, provide insights and translate into improvement opportunities.Extracts, analyzes, interprets and integrates data from internal and external sources to develop intelligence packaging to draw conclusions and support recommendations made to stakeholders that will help to achieve their business goals.

• Builds relationships and collaborates with call center and operational business partners to recommend solutions to address customer pain points and provide them with the necessary data and insight to measure products, processes and experiences. Creates reports and presentations to the business quantifying opportunities, identifying root cause, level of impact upon the business, and making specific recommendations for improvement.

• Champions and leads change initiatives, identifying the best approach for implementing strategic processes in light of culture and diversity.

• Explores customer pain points to identify primary opportunities for improvements across people, process and technology. Increases the effectiveness of the Voice of Customer (VOC) program by growing information sources and networking internally and externally.

• Gauges the impact of any change implemented across the business on customers and business performance. Ensures team is up to speed with potential upstream/downstream activities.

• Supports Customer Experience Peers and corporate process improvement initiatives. Leads and/or participates in cross-functional projects to optimally support the business needs of the company. Participates in process improvement activities to meet evolving team and company requirements.

• Maintains Verint Speech Analytics Software including speech categories, boosting and Verint SQL table definitions.Acts as primary liaison with vendor.

• Orients, trains, assists and reviews work of more junior level staff.

• Stays abreast of leading edge customer experience measurement techniques and capabilities, especially in regards to speech analytics.

• Performs other duties as assigned.

Qualifications

Speech Insight Analyst I

Education and Experience

• Bachelor’s Degree in Business Administration, Marketing or related field or equivalent combination of education/training and experience

• Experience in health insurance operations, which includes exposure to customer service quality assurance, process improvement and change management

Technical Skills and Knowledge

• Broad knowledge of the health insurance business and trends affecting the business, call center environment (service and customer experience) and associated processes

• Knowledge of data analysis, change management and continuous improvement tools and techniques and their application

• Ability to take data points, interpret meaning and make recommendations

• Exceptional writing, critical thinking, and problem-solving skills

Speech Insight Analyst II

Education and Experience

• Bachelor’s Degree in Business Administration, Marketing or related field or equivalent combination of education/training and experience.

• 2 years experience as a Customer Insight Analyst or equivalent experience in multiple areas of health insurance operations, and customer service quality assurance, process improvement and change management.

Technical Skills and Knowledge

• Broad knowledge of the health insurance business and trends affecting the business, call center environment (service and customer experience) and associated processes.

• Takes the initiative to drive change in all parts of the Organization based on voice of the customer and other data.

• Knowledge of data analysis, change management and continuous improvement tools and techniques and their application.

• Ability to take data points, interpret meaning and customer pain points, determine root cause and recommend potential solutions.

• Exceptional writing, critical thinking, and problem-solving skills.

• Thorough knowledge of and ability to map operational processes, procedures and systems.

Senior Speech Insight Analyst

Education and Experience

• Bachelor’s Degree in Business Administration, Marketing or related field or equivalent combination of education/training and experience.

• 5 years experience as a Customer Insight Analyst or equivalent progressive experience in multiple areas of health insurance operations, and customer service quality assurance, process improvement and change management

Certification(s)

• PMP, Lean, Six Sigma or Lean Six Sigma Preferred but not required

Technical Skills and Knowledge

• Broad knowledge of the health insurance business and trends affecting the business, call center environment (service and customer experience) and associated processes.

• Takes the initiative to drive change in all parts of the Organization based on voice of the customer and other data.

• Knowledge of data analysis, change management and continuous improvement tools and techniques and their application.

• Knowledge of Speech Analytics software and processes.

• Ability to take data points, interpret meaning and customer pain points, determine root cause and recommend potential solutions.

• Exceptional writing, critical thinking, and problem-solving skills.

• Thorough knowledge of and ability to map operational processes, procedures and systems.

• Ability to manage multiple projects simultaneously and meet aggressive time frames.

Medical Mutual is looking to grow our team! We truly value and respect the talents and abilities of all of our employees. That's why we offer an exceptional package that includes:

A Great Place to Work:

• We will provide the equipment you need for this role, including a laptop, monitors, keyboard, mouse and headset.

• Whether you are working remote or in the office, employees have access to on-site fitness centers at many locations, or a gym membership reimbursement when there is no Medical Mutual facility available. Enjoy the use of weights, cardio machines, locker rooms, classes and more.

• On-site cafeteria, serving hot breakfast and lunch, at the Brooklyn, OH headquarters.

• Discounts at many places in and around town, just for being a Medical Mutual team member.

• The opportunity to earn cash rewards for shopping with our customers.

• Business casual attire, including jeans.

Excellent Benefits and Compensation:

• Employee bonus program.

• 401(k) with company match up to 4% and an additional company contribution.

• Health Savings Account with a company matching contribution.

• Excellent medical, dental, vision, life and disability insurance — insurance is what we do best, and we make affordable coverage for our team a priority.

• Access to an Employee Assistance Program, which includes professional counseling, personal and professional coaching, self-help resources and assistance with work/life benefits.

• Company holidays and up to 16 PTO days during the first year of employment with options to carry over unused PTO time.

• After 120 days of service, parental leave for eligible employees who become parents through maternity, paternity or adoption.

An Investment in You:

• Career development programs and classes.

• Mentoring and coaching to help you advance in your career.

• Tuition reimbursement up to $5,250 per year, the IRS maximum.

• Diverse, inclusive and welcoming culture with Business Resource Groups.

About Medical Mutual:

Medical Mutual’s status as a mutual company means we are owned by our policyholders, not stockholders, so we don’t answer to Wall Street analysts or pay dividends to investors. Instead, we focus on developing products and services that allow us to better serve our customers and the communities around us.

There’s a good chance you already know many of our Medical Mutual customers. As the official insurer of everything you love, we are trusted by businesses and nonprofit organizations throughout Ohio to provide high-quality health, life, disability, dental, vision and indemnity plans. We offer fully insured and self-funded group coverage, including stop loss, as well as Medicare Advantage, Medicare Supplement and individual plans. Our plans provide peace of mind to more than 1.2 million Ohioans.

We’re not just one of the largest health insurance companies based in Ohio, we’re also the longest running. Founded in 1934, we’re proud of our rich history with the communities where we live and work.

We maintain a drug-free workplace and perform pre-employment substance abuse and nicotine testing.

Title: Speech Insights Analyst

Location: Ohio

Requisition ID: 2400635