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Progyny, Inc.
Progyny, Inc.
201 – 500 Employees
ConsultingHealthcareInsurance
Progyny, Inc. is a healthcare and insurance company focused on reproductive health benefits for employers and their workforces. Its offerings support fertility treatment and family-building journeys, including IVF, IUI, adoption, and surrogacy, alongside care related to women’s reproductive health. Progyny uses a data-driven approach, a broad provider network, and an emphasis on clinical outcomes and member experience to help organizations provide more flexible and equitable benefits. The company serves employers across a range of industries, with support spanning reproductive care from preconception through menopause.
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Contact Center Business Analyst – Remote, United States

Progyny is seeking a Contact Center Business Analyst to evaluate customer journeys and contact center data supporting fertility and women’s health benefits. The role develops dashboards, guides process improvements, and informs member experience strategy.

USUnited States
$70,000 – $85,000 / year
RemoteFull-timeMiddleSeniorEnglish RequiredBusiness Analyst
Tableau

Description

  • Use engagement data to map and interpret the customer journey across contact center interactions
  • Examine trends and patterns to uncover root causes of inefficiency and underperformance
  • Translate contact center data into actionable insights for the Member Experience Program
  • Build journey maps covering contact center systems, products, and member experiences
  • Develop dashboards and visualizations to monitor member progression and assess pilots and initiatives in real time
  • Use data and engagement trends to uncover opportunities for process improvement
  • Partner with Member Experience teams to strengthen call center efficiency and member satisfaction
  • Assess strategic and value-creation opportunities for the contact center
  • Review contact interactions to identify key drivers and enable a more proactive operating approach
  • Connect initiatives to strategic objectives while advancing the member experience
  • Produce visualizations and dashboards that communicate data-driven findings
  • Prepare PowerPoint presentations for executives and other stakeholders
  • Present findings to cross-functional teams

Requirements

  • Bachelor’s degree in business analytics, data science, or a related discipline
  • At least three years of experience in data analysis, business analysis, or a comparable role
  • Advanced ability with data visualization platforms such as Tableau and Power BI
  • Strong working knowledge of Microsoft PowerPoint and ExcelVault
  • Demonstrated analytical and problem-solving ability
  • Experience with call center operations and member experience programs is preferred
  • Effective written, verbal, and collaborative communication skills
  • Current residence in the United States
  • Authorization to work in the United States without sponsorship now or in the future
  • Progyny cannot provide visa sponsorship

Benefits

  • Paid family and parental leave
  • Preconception, fertility, and family-building support, including egg freezing, IVF, and adoption assistance
  • Family and pet care fund
  • Menopause and midlife care
  • Health, dental, vision, and life insurance options for employees and their families
  • Free in-person, virtual, and text-based mental health and wellness services
  • Paid time off covering vacation, sick leave, personal days, and summer flex time
  • Company equity
  • Bonus program
  • 401(k) plan with company match
  • On-demand legal and financial guidance
  • Learning and development programs
  • Mentorship program
  • Company events, including an annual volunteer day and donation matching
  • Flex days, with three office days per week for employees reporting to the New York office
  • Onsite meals and snacks for employees reporting to the New York office

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