The range for this role is $52,000.00 - $71,000.00
Actual base pay will be determined based on a successful candidate's work location, skills/abilities, experience, and education.
Interested applicants must be willing and able to work onsite full time in our Melbourne, FL office.
The Mission
At Christian Care Ministry we believe that Christians can, and should, share in one another’s burdens. Through the use of Medi-Share®, a healthcare sharing ministry for Christians, we cultivate that belief. To that end, our Mission Statement is as follows: Connecting people to a Christ-centered community wellness experience based on faith, prayer, and personal responsibility.
The Team
Everyone at Christian Care Ministry is in agreement with our Statement of Faith, which outlines our core beliefs. Although we aren’t perfect people, we are serving our perfect God and our Members to the best of our ability.
The Job
The Experience Insight Analyst plays a central role in gathering, analyzing, and interpreting insights from a range of sources, including member sentiment surveys, performance reports, workforce management insights and real time observations. This role partners with leadership to provide trend and cause & effect insights that impact members.
Essential Job Duties & Responsibilities
- Administer and maintain member survey instruments
- Analyze member feedback from experience channels including surveys and service reports to identify trends, gaps, and improvement opportunities
- Provide timely, constructive feedback, and insights to leadership and frontline teams, supporting strategic decision-making
- Collaborate with cross-functional teams with analysis to support process improvements
- Translate insights into clear, actionable recommendations and support the implementation of enhancements
- Track, analyze, and report on key service metrics, including member satisfaction, operational efficiency, and performance management
- Proactively communicate critical information and emerging issues to leadership
- Develop reporting methods to effectively communicate member experience feedback
- Collect, consolidate, and analyze member feedback from multiple sources
- Contribute to the exercise and expression of Christian Care Ministry’s beliefs
- All other duties as assigned
Essential Skills & Abilities
- Strong analytical skills with the ability to interpret both qualitative and quantitative information
- Excellent written and verbal communication skills; able to deliver feedback to diverse audiences
- Critical thinking, problem solving skills that translate to actionable insights
- Advanced knowledge in customer experience surveying and performance management metrics
- Demonstrated ability to deliver visually engaging presentations tailored for executive audiences
- Knowledge and experience with reporting and analysis tools such as Excel, Tableau, and PowerBI
- Ability to build trust and collaborate across teams and departments
- Strong multi-tasking, problem-solving, and time management skills
- Knowledge of process improvement principles
- Self-starter – ability to work independently without detailed supervision
- Ability to build models and visualizations so users can quickly uncover insights from data
Core Competencies/Demonstrable Behaviors
- Manages ambiguity: Operates effectively, even when things are not certain or the way forward is not clear.
- Communicates effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
- Organizational savvy: Maneuvers comfortably through complex policies, processes, and people-related organizational dynamics.
- Situational adaptability: Adapts approach and demeanor in real time to match the shifting demands of different situations.
- Optimizes work processes: Knows the most effective and efficient processes to get things done, with a focus on experience and continuous improvement.
- Customer Focus: Builds strong customer relationships and delivering customer-centric solutions; fully committed to serving members by prioritizing their needs first in alignment with CCM’s programs’ purpose
- Humble – a mindset that honors others, shares credit, accepts critique and reflects an honest view of oneself
- Hungry – a diligent, self-motivated pursuit of excellence; eager to grow, serve, solve problems, and steward responsibility with tenacity
- Smart – emotional intelligence expressed through wise, thoughtful interaction; engaging others with discernment, restraint and relational awareness
Education and/or Experience
- Bachelor’s degree with 2+ years of experience insights and 5+ years of contact center experience; preferably in a healthcare payer or financial services industry
- Experience with performance improvement, data insights, and service quality initiatives
- Lean Six Sigma Certification Preferred
- Survey Instrument Experience (Qualtrics Preferred)
Supervisory Responsibilities
- This job has no supervisory responsibilities
Incentives & Benefits
We work hard to serve our Medi-Share Members, but know we can only do that if we invest in our employees professionally, financially, physically, socially, and spiritually. We purposefully invest in our employees so that our employees can invest in others.
For full-time employees working 30 hours or more, some of our benefits include, but are not limited to:
- 100% paid Medical for employees/99% for family
- Generous employer Health Savings Account (HSA) contributions
- Employer-paid Life Insurance (3x salary) and Long-term Disability Insurance
- 6 weeks of paid parental leave (for both mom and dad)
- Dental - two plans to choose from
- Vision
- Short-term Disability
- Accident, Critical Illness, Hospital Indemnity
- 401(k) – up to 4% match on ROTH or Traditional contributions
- Generous paid-time off and 11 paid holidays
- Wellness plan including Financial, Occupational, Mental/Spiritual, and Physical health incentives up to $50/mo
- Employee Assistance Program including no cost, in-person mental health visits and employee discounts
- Monetary Anniversary Awards Program
- Monetary Birthday Awards
Minimum Age Requirement: Due to the nature of the responsibilities associated with this position—including independent decision-making, access to confidential information, and potential exposure to regulated environments—candidates must be at least 18 years of age at the time of hire. This requirement is in accordance with applicable federal and state labor laws and is intended to ensure compliance with workplace safety and legal standards.