We’re looking for a Senior WFM Analyst, Data Visualization & Storytelling (Claims) to join our growing team!
This role is built for a creative, insight-driven analyst who can turn complex Claims workforce and operational data into clear, compelling stories and visual products that change decisions and improve outcomes.
You’ll blend WFM expertise (capacity, productivity, inventory/backlog, cycle time, service outcomes) with strong data engineering to build trusted datasets and modern analytics experiences. Using SQL, Snowflake, Power BI, and NICE, you will create dashboards and narratives that make performance obvious, trade-offs tangible, and opportunities impossible to ignore.
What You’ll Do Here
- Create high-impact Power BI dashboards and visual analytics experiences that make Claims performance easy to understand and hard to ignore - focused on clarity, usability, and decision-making.
- Apply data storytelling to translate analysis into a crisp narrative: what happened, why it happened, what’s likely next, and what decisions/actions are recommended.
- Develop executive-ready insight packs and presentations for Directors/VPs, connecting KPI movement to operational drivers, customer impact, risk, and cost.
- Identify the true drivers behind results by investigating trends, surfacing outliers, and performing root-cause analysis across volume, capacity, productivity, inventory/backlog, and cycle time.
- Build “what-if” scenarios and lenses that help leaders understand trade-offs (e.g., capacity shifts, workload mix changes, shrinkage impacts, process changes) and choose the best path forward.
- Bring creative thinking to how performance is communicated—designing new ways to visualize complexity (flow views, bottleneck maps, distribution/aging storytelling, before/after impact narratives).
- Use SQL to extract, shape, and validate data; create robust transformations that enable repeatable analysis and reporting at scale.
- Work with Snowflake to build analytics-ready datasets (tables/views) and improve performance and reliability of reporting outputs.
- Leverage NICE to capture operational/WFM insights and integrate NICE-based signals into broader Claims performance storytelling where appropriate.
- Partner across Claims, WFM, and Analytics/Tech teams to define the right questions, challenge assumptions, and deliver insights that drive measurable improvement.
What You Bring To The Table
- Bachelor’s degree in a data-driven field (Mathematics, Statistics, Computer Science, Engineering, Business) or an equivalent combination of education and experienc