Business Analyst Constultant

About this role

Ear Professionals Group is dedicated to helping connect hearing providers with patients through trusted programs and strong relationships. Hearing benefit and discount programs through Ear Professionals Group connect more than 80 million potential members with hearing solutions. Our team’s mission is to be focused on making hearing technology more affordable and accessible.

Summary

We are seeking a remote Business Analyst Consultant to help build and launch our new Voice of the Customer (VOC) program. This is a technical, project-focused role that supports the implementation of our Qualtrics XM Discover platform. In this role, you will work closely with the program lead to develop the linguistic rubrics and sentiment models used to analyze member calls, chats, and surveys. You will be responsible for the day-to-day maintenance of these machine learning models, ensuring they accurately capture member feedback and translate it into clear, actionable dashboards for our operations teams. This is a unique opportunity to gain deep technical experience in AI-driven analytics within the healthcare industry.

Responsibilities

- Assist in the development and implementation of VOC strategy concerning, but not limited to:
- Overall analysis, measurement, and insights delivery
- NLP modeling and query building
- Dashboarding functionality and presentation
- Stakeholder Relationship Management
- Ad-Hoc Reporting
- Self-Service Reporting through Dashboard Utilization
- Identification and prioritization of existing and future sources of member feedback
- Selection and utilization of VOC tools
- Collaborate with business partners and stakeholders to design and deliver VOC solutions including modeling, analysis and reporting
- Support the management of our relationships with vendor partners
- Serve as a key resource on complex and/or critical VOC issues

Required Qualifications:

• Bachelor’s degree or higher
• 3+ years of experience in one or more of t...