Senior Business Analyst - Customer Care

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At iRhythm, we are dedicated, self-motivated, and driven to do the right thing for our patients, clinicians, and coworkers. Our leadership is focused and committed to iRhythm’s employees and the mission of the company. We are better together, embrace change and help one another. We are Thinking Bigger and Moving Faster.

About This Role

The Sr. Business Analyst will lead all aspects related to reporting and business analytics within the Customer Care Department. This position is critical to the long-term success and scalability of the department by providing vital data, reporting and actionable insights for making impactful decisions for the future of the Customer Care department.

Your Focus

As a Senior Business Analyst, you will be responsible for handling various initiatives related to data analysis, tracking and trending, and KPI visibility for the Customer Care team. You will also be responsible for providing ad-hoc reporting and analysis on various topics related to Customer Care. You will deliver high-quality patient, HCP and sales analytical reporting with a deep understanding of customer care performance metrics, processes, and workflows.

The Business Analyst will be a subject matter expert on customer care success criteria and provide dashboards, analysis and monitoring for business trends, to communicate with the leadership team on actionable improvement opportunities.

This role has global influence cross-organizationally representing the customer care team.

How you will contribute

• Ownership of key KPIs, and metrics for the global Customer Care team.
• Proactive monitoring of the global Customer Care work areas to ensure timeliness, adherence to process and identify improvements and remediations when necessary.
• Drive the build out, design and development of reporting framework and dashboards to meet the business stakeholders’ needs.
• Organize and evaluate key performance metrics to understand current effectiveness.
• Based on analytics and trends, influence cross-organizational behaviors that drive improvements in service adoption and gross margin.
• Collaborate with data engineers and analysts to acquire, clean, and transform data for reporting purposes.
• Fulfill requests from other department leaders for global Customer Care data trends when needed
• Ensure data security and compliance with best practices.
• Perform Ad-hoc requests to understand changes in patient …