Customer Experience Measurement & Insights, Senior Analyst

About Us Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well. Our Core Values are: • We serve faithfully by doing what's right with a joyful heart. • We never settle by constantly striving for better. • We are in it together by supporting one another and those we serve. • We make an impact by taking initiative and delivering exceptional experience. Benefits Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include: • Immediate eligibility for health and welfare benefits • 401(k) savings plan with dollar-for-dollar match up to 5% • Tuition Reimbursement • PTO accrual beginning Day 1 Note: Benefits may vary based upon position type and/or level. Job Description We are seeking a Customer Experience (CX) Measurement Senior Analyst to join our Customer Research & Testing team. This role combines customer experience analytics, customer research, and experimentation to uncover actionable insights that improve digital & product experiences, plus business outcomes. In this role, you will be responsible for connecting, analyzing, and interpreting behavioral and experience data to understand how customers engage with our product suite. This individual will move beyond reporting baseline insights into investigating why behaviors are occurring, where customers experience friction, and what opportunities exist to improve the experience. The ideal candidate is naturally curious about customer behavior and experienced in using web and product analytics platforms - particularly Amplitude - to explore customer journeys, identify behavioral patterns, uncover experience gaps, evaluate product performance, and investigate emerging questions from product, design, research, and business stakeholders. Ultimately, you will ensure the connectivity between CX insights and Performance data, bridging customer analytics with customer feedback and research findings; you will translate complex behavioral data into clear insights, implications, and recommendations that teams can use to make informed product and design decisions. Unlike traditional analytics roles focused primarily on reporting and dashboard development, this position sits within a research team and is responsible for using analytics as a research method to understand user behavior, validate hypotheses, measure experience changes, and support evidence-based decision making. Key Responsibilities: • Analyze customer experience behavior across web and app experiences to identify patterns, friction points, unmet needs, and opportunities for improvement – potential to engage with channels outside of digital. • Access, connect, and interpret multiple data sources to develop a more holistic understanding of customer behavior and experience – both solicited and unsolicited customer feedback. • Use Amplitude and other behavioral analytics tools to investigate customer journeys, funnels, conversion, engagement, abandonment, and feature adoption, to then map where CX improvements can be accelerated. • Develop and govern CX measurement and analytics frameworks across key experiences, including CSAT, NPS, CES, behavioral measures, and operational KPIs. • Identify experience driver analysis, the operational, behavioral, and experience factors that have the greatest influence on customer outcomes. • Translate behavioral signals into meaningful customer insights and clear recommendations, moving beyond what happened to explain why it matters and what teams should do next. • Partner with researchers to combine quantitative behavioral data with qualitative research and Voice of Customer insights, creating stronger and more comprehensive customer stories. • Develop and test hypotheses about customer behavior using behavioral analytics, experimentation, and research methodologies, aligning with UX researchers for design-focused implications. • Conduct deep-dive analyses around priority digital experiences, customer journeys, product launches, and emerging experience issues, including breakdowns of segmentation and cohort splits. • Evaluate pre- and post-launch behavior to understand whether product and design changes are delivering the intended customer experience and business outcomes. • Design, support, and evaluate testing experiments - A/B and multivariate - translating results into actionable recommendations. • Establish CX measurement strategies including baselines, targets, benchmarks, and pre/post measurement approaches to determine whether experience improvements are producing measurable impact. • Define measurement approaches and success criteria for digital experiences, while building targeted analyses, visualizations, and supporting reporting when needed, while maintaining an emphasis on interpretation and insight generation rather than dashboard production. Belonging Statement We believe that all people should feel welcomed, valued and supported. Required Qualifications: • Bachelor's degree in Human-Computer Interaction, Psychology, Market Research, Analytics, Business, Social Sciences, or a related field. • 3+ years of experience in customer and/or digital analytics, UX research, product research, customer insights, or related disciplines. • Advanced experience with digital analytics tools to analyze digital customer behavior. • Experience conducting web or product analytics for transactional digital experiences such as e-commerce, healthcare, financial services, self-service applications, or other conversion-oriented platforms. • Experience designing, supporting, and interpreting A/B testing and experimentation programs. • Excellent communication, storytelling, and stakeholder management skills. • Experience part