The Customer Experience (CX) & Digital Marketing Analyst is a strategic, data-driven role that supports both the Customer Experience (CX) and Digital Marketing Engagement teams by transforming web, campaign, and customer data into actionable insights. This role leads web-report based analytics to evaluate program performance and design, delivering executive-ready insights that drive decision-making across CX, Marketing, IT, and Operations. The ideal candidate is a highly analytical problem-solver with advanced Tableau expertise, strong data engineering instincts, and the ability to translate complex data into clear, business-impact narratives.

Success in This Role Looks Like:

• Leadership relies on your dashboards to make strategic decisions

• CX and Marketing programs are optimized using your insights

• Reporting is trusted, automated, and consistently accurate

• Stakeholders see you as the single source of truth for digital & CX performance

Location: preference for flexible local location (onsite Meridian Idaho campus and/or and Idaho work-from-home); there may be opportunity for fully remote work within other mutually acceptable locations. #LI-Remote; #LI-Hybrid

Required Education: Bachelor’s Degree in Math, Statistics, Economics, or related field; or equivalent work experience (Two years’ relevant work experience is equivalent to one-year college)

Required Experience: 3-6/+ years’ market research experience, to include:

• Advanced Tableau experience

• Strong proficiency in Excel, SQL, and HTML

• Experience building dashboards, KPIs, and executive reports

• Demonstrated ability to translate data into business insights

• Strong data validation, QA, and governance skills

• Ability to work cross-functionally with technical and business teams

• Excellent communication and storytelling skills

Preferred experience also spans:

• Salesforce Marketing Cloud

• Knowledge of CX best practices, journey analytics, and customer experience metrics

• Digital marketing analytics, web analytics, and/or product analytics

• Background in healthcare, insurance, or similarly-regulated industries

Key Responsibilities

Analytics, Reporting & Insights

• Lead the development of web and digital program performance analytics to evaluate success, identify opportunities, and influence CX and marketing strategy.

• Design, build, manage, and monitor dashboards, reports, KPIs, and scorecards that support leadership decision-making.

• Translate data into clear insights, recommendations, and executive-level storytelling.

• Ensure data accuracy, integrity, consistency, and governance across all reporting outputs.

Data Development & Management

• Develop, maintain, and optimize Tableau dashboards and data models.

• Utilize Excel, SQL, and HTML to extract, transform, and visualize data from multiple systems.

• Build and maintain recurring data pipelines and statistical reporting files.

• Monitor performance metrics and proactively flag trends, anomalies, and risks.

Cross-Functional Collaboration

• Partner with CX, Digital Marketing, IT, and Operations to align analytics with business goals.

• Support marketing campaign performance measurement and CX journey optimization.

• Collaborate with technical teams to define data requirements, tracking strategies, and reporting frameworks.

Continuous Improvement

• Identify opportunities to automate reporting and enhance analytics efficiency.

• Stay current with emerging analytics tools, best practices, and visualization standards.

• Support test-and-learn initiatives through A/B testing, attribution modeling, and performance tracking.

As of the date of this posting, a good faith estimate of the current pay range is $73,321 to $102,650 as Analyst I; $96,183 to $144,275 as Analyst II. The position is eligible for an annual incentive bonus (variable depending on company and employee performance).

The pay range for this position takes into account a wide range of factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, relevant experience, skills, seniority, performance, travel requirements, internal equity, business or organizational needs, and alignment with market data. At Blue Cross of Idaho, it is not typical for an individual to be hired at or near the top range for the position. Compensation decisions are dependent on factors and circumstances at the time of offer.

We offer a robust package of benefits including paid time off, paid holidays, community service and self-care days, medical/dental/vision/pharmacy insurance, 401(k) matching and non-contributory plan, life insurance, short and long term disability, education reimbursement, employee assistance plan (EAP), adoption assistance program and paid family leave program.

We will adhere to all relevant state and local laws concerning employee leave benefits, in line with our plans and policies.

Reasonable accommodations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.