Customer Experience Data Analyst

About Empower Pharmacy

Empower Pharmacy is an innovative healthcare company devoted to delivering high-quality, affordable medications nationwide. As the leading 503A compounding pharmacy and FDA-registered 503B outsourcing facility, Empower Pharmacy pioneers personalized medicine and pharmaceutical production. Recognized among Houston's fastest-growing private companies and ranked #116 in Healthcare & Medical on the Inc. 5000 List for 2025, our organization excels through core values centered on People, Quality, Service, and Innovation. Our integrated platform combines cutting-edge technology with operational excellence to improve patient outcomes and expand access across the country.

Role Overview

The Customer Experience Data Analyst plays a crucial role in ensuring customers receive excellent onboarding and issue resolution support by managing insightful analysis and reporting. This position drives operational efficiency, enhances customer satisfaction, and elevates business performance in a highly regulated pharmacy environment. Utilizing AI tools as an enabler, the role improves responsiveness, decision-making, workflow, and knowledge sharing. The analyst also supports scalable service delivery while balancing compliance and quality within Empower's fast-growing operations.

Key Responsibilities

• Oversee the entire customer onboarding process by measuring activities, verifying essential data, streamlining workflows, educating relevant teams, and ensuring smooth handoffs while leveraging AI-powered knowledge and automation to boost speed and quality.
• Collaborate with stakeholders to frame broad analytical questions into actionable analyses, incorporating AI tools for validation, document checks, and exception detection to ensure accuracy and efficiency compliant with regulatory standards.
• Design and evaluate experiments such as A/B tests and cohort analyses to determine impacts of product or business initiatives.
• Develop predictive and diagnostic models, including churn analysis and customer lifetime value segmentation as needed.
• Proactively detect business opportunities and risks through independent data exploration.
• Work closely with data engineering to guarantee the availability and reliability of accurate data sets for analysis.
• Continuously assess onboarding workflows, documentation processes, and customer interactions to identify efficiency improvements and service quality enhancements using AI analytics and automation recommendations.
• Maintain high-quality standards by reviewing documentation conformity, regulatory adherence, and customer communication, employing AI-enabled monitoring and content validation to reduce errors and optimize service delivery.
• Monitor performance metrics, customer feedback, and trends to generate actionable insights through AI-driven dashboards and predictive analytics for resource optimization and better customer experiences.

Skills and Expertise

• Proven expertise in customer onboarding, service operations, process documentation, issue resolution, and collaborative problem-solving within dynamic customer-centric settings.
• Proficiency in CRM systems, knowledge management platforms, workflow tools, AI-enabled productivity applications, dashboards, and digital collaboration technologies to enhance operations.
• Strong skills in communication, analysis, organization, and prioritization with the ability to manage sensitive issues and influence multi-stakeholder results.
• Experience utilizing AI for knowledge management, workflow automation, documentation accuracy, customer communications, performance monitoring, and decision support while upholding compliance and service standards.

Experience and Qualifications

• Associate’s or bachelor’s degree preferred in Business, Mathematics, Healthcare Administration, Data Analytics, or related fields.
• Minimum of three years’ experience as a data analyst, business analyst, or related analytical role.
• Advanced SQL skills capable of crafting complex queries on large datasets.
• Familiarity with statistical and analytical software such as Python or R for sophisticated data evaluation.
• Competence in designing and interpreting experiments including A/B testing and causal inference basics.
• Excellent data storytelling skills to translate complex findings into clear recommendations.
• Comfortable navigating ambiguity and independently structuring analysis from loosely defined business challenges.
• Demonstrated ability to present analytical results to both technical and nontechnical senior leadership.
• Experience with CRM, Microsoft Office Suite, and digital collaboration tools to promote service excellence.
• Preferred experience with AI-enabled tools for productivity, documentation, analytics, or customer support to enhance quality and efficiency.
• Attention to detail, organizational aptitude, communication excellence, and dedication to providing outstanding customer experiences while ensuring accuracy and compliance.

Core Competencies

• Customer Orientation: Develops trust with customer-focused solutions.
• Strategic AI Utilization: Advocates responsible AI adoption and practical integration.
• Process Optimization: Drives continuous improvements to boost productivity.
• Collaboration: Effectively partners across teams to achieve objectives.
• Resource Management: Efficiently obtains and deploys necessary resources.
• Complexity Handling: Simplifies and resolves intricate challenges.
• Accountability: Commits to and delivers on responsibilities with integrity.
• Adaptability: Adjusts approaches based on changing situations.
• Effective Communication: Tailors messaging for diverse audiences.

Company Values

• People: Empowerment defines our culture.
• Quality: Committed to excellence every time.
• Service: Prioritizing customer care is our foremost goal.
• Innovation: Advancing healthcare through technology and discovery.

Benefits and Wellness

Our comprehensive benefits include medical, dental, and vision plans, paid time off, 401(k) matching, wellness activities, IV therapy, and compounded medications to support your health and future well-being.

Physical Demands

The role requires frequent communication and listening, prolonged periods of stationary work, manual dexterity for data entry and device operation, occasional mobility around office environments, and physical actions such as standing, walking, reaching, climbing, bending, kneeling, or crouching as needed.