Customer Experience Data Analyst
Empower Pharmacy is a visionary healthcare company dedicated to making quality, affordable medication accessible to millions of patients nationwide. As the nation’s most advanced 503A compounding pharmacy and FDA-registered 503B outsourcing facility, we’re redefining what’s possible in personalized medicine and pharmaceutical manufacturing. We’re proud to be recognized as one of Houston’s fastest-growing private companies and ranked #116 in Healthcare & Medical on the Inc. 5000 List for 2025.
Our strength is built on four core values: People, Quality, Service, and Innovation. Guided by these principles, we’ve created a uniquely integrated healthcare platform powered by advanced technology, operational excellence, and a relentless commitment to patient care. From manufacturing and quality control to distribution and customer experience, our teams work together to raise industry standards, expand access to critical medications, and improve outcomes for patients and providers across the country.
At Empower, joining our team means more than starting a new role. It means becoming part of a mission-driven organization that’s transforming healthcare at scale. We invest deeply in our people, encourage bold thinking, and create opportunities for growth, leadership, and innovation at every level. Your ideas matter here, your development is supported, and the work you do has a direct impact on the lives of millions.
If you thrive in a fast-moving, purpose-driven environment where innovation, collaboration, and ambition come together, Empower Pharmacy is the place for you. Let’s transform healthcare together.
Position Summary:
The Customer Experience Data Analyst ensures exceptional customer readiness by owning insights and reporting related to onboarding, inquiry resolution, and process clarification designed to improve operational efficiency, customer satisfaction, and business performance.
This role manages customer interaction data, documentation accuracy, issue resolution, and cross-functional coordination while driving consistent service delivery. Leveraging AI as a force multiplier, the position enhances response speed, decision quality, workflow efficiency, knowledge accessibility, and continuous improvement through intelligent automation and actionable insights.
Operating within Empower's hyper-growth, highly regulated 503A/503B pharmacy environment, the role balances compliance, quality, and customer experience while supporting scalable operations. Success requires strategic thinking, disciplined execution, exceptional learning agility, collaborative problem-solving, and unwavering accountability to deliver outstanding service outcomes across evolving business priorities.
Responsibilities:
Customer Onboarding and Analytics
- Onboarding Management: Measure end-to-end customer onboarding activities, validate required information, identify process efficiencies, educate stakeholders, and ensure seamless transitions into operational workflows. Utilize AI-powered knowledge tools, workflow automation, and intelligent recommendations to accelerate onboarding timelines, improve documentation quality, enhance decision-making, and deliver consistent customer experiences while maintaining compliance with established organizational standards.
- Analytical Scoping: Partner with business stakeholders to scope open-ended analytical questions and translate them into structured analyses. Apply AI-assisted validation, document review, and exception detection capabilities to improve accuracy, reduce processing delays, support informed decision-making, and maintain high-quality onboarding outcomes within a regulated operational environment.
- Experimentation: Design and analyze experiments, including A/B tests and cohort studies, to measure the impact of product or business changes.
- Predictive Analytics: Build predictive or diagnostic models, including churn-driver analyses and lifetime value segmentation, as needed.
- Business Insights: Proactively identify business opportunities and risks through independent data exploration and analysis.
- Data Partnership: Collaborate with data engineering teams to ensure the appropriate data is available, accurate, and reliable for analysis.
Operational Excellence
- Process Improvement: Continuously evaluate onboarding workflows, clarification processes, documentation standards, and customer interactions to identify improvement opportunities that enhance efficiency and service quality. Utilize AI-powered analytics, trend identification, and process automation recommendations to streamline operations, eliminate repetitive work, improve decision-making, and strengthen scalable customer support capabilities across a rapidly growing organization.
- Quality Assurance: Maintain exceptional quality by reviewing documentation accuracy, adherence to procedures, customer communications, and regulatory requirements while identifying opportunities to improve operational consistency. Leverage AI-enabled quality monitoring, content validation, and performance insights to strengthen compliance, reduce errors, improve service delivery, and support continuous operational excellence throughout customer onboarding and clarification activities.
- Performance Insights: Track onboarding performance, clarification trends, customer feedback, and operational metrics to identify patterns that support informed business decisions and continuous improvement initiatives. Utilize AI-driven dashboards, predictive analytics, and reporting capabilities to generate actionable insights, improve resource prioritization, enhance customer experiences, and support scalable service delivery aligned with organizational growth objectives.
Knowledge and Skills:
- Demonstrated knowledge of customer onboarding, customer service operations, issue resolution, process documentation, cross-functional collaboration, and continuous improvement within fast-paced, customer-focused environments.
- Proficiency using CRM platforms, knowledge management systems, workflow applications, AI-enabled productivity tools, reporting dashboards, and digital collaboration technologies to improve service quality and operational efficiency.
- Strong communication, analytical, organizational, and problem-solving skills, with the ability to prioritize competing responsibilities, manage sensitive customer interactions, and influence positive outcomes across diverse stakeholders.
- Ability to leverage AI for knowledge retrieval, workflow automation, documentation, customer communications, performance analysis, and decision support while maintaining compliance, accuracy, and exceptional customer service standards.
Experience and Qualifications:
- Associate's or bachelor's degree in Business, Mathematics, Healthcare Administration, Data Analytics, or a related discipline preferred.
- Three or more years of experience in a data analyst, business analyst, or similar analytical role.
- Strong SQL skills, including experience writing complex queries against large datasets.
- Experience using statistical or analytical tools, such as Python or R, for advanced analysis.
- Demonstrated ability to design and interpret experiments, including A/B testing and basic causal inference.
- Strong data storytelling skills, with the ability to distill complex analyses into clear findings and recommendations.
- Comfort working with ambiguity and independently scoping work from loosely defined business questions.
- Experience presenting findings directly to nontechnical stakeholders and senior leadership.
- Demonstrated proficiency using CRM systems, Microsoft Office applications, and digital collaboration tools to support customer service excellence.
- Experience utilizing AI-enabled productivity, documentation, analytical, or customer support technologies to improve service quality and operational efficiency preferred.
- Strong attention to detail, organizational skills, communication abilities, and commitment to delivering exceptional customer experiences while maintaining operational accuracy and compliance.
Key Competencies:
- Customer Focus: Builds trust through customer-centric solutions.
- Strategic AI: Guides responsible AI adoption and adaptation.
- Optimizes Work Processes: Drives efficiency with continuous improvement.
- Collaborates: Partners effectively to achieve shared goals.
- Resourcefulness: Secures and deploys resources efficiently.
- Manages Complexity: Simplifies and solves complex challenges.
- Ensures Accountability: Delivers on commitments with integrity.
- Situational Adaptability: Adjusts approach to shifting conditions.
- Communicates Effectively: Tailors messages to diverse audiences.
Values:
- People: Empowering people defines who we are.
- Quality: Excellence in every product, every time.
- Service: Serving others is our highest purpose.
- Innovation: Advancing care through technology and discovery.
Employee Benefits, Health, and Wellness:
We offer comprehensive benefits to support your health, well-being, and future, including medical, dental, and vision coverage, paid time off, 401(k) matching, wellness perks, IV therapy, and compounded medications. Learn more: https://careers.empowerpharmacy.com/benefits/
Physical Requirements:
While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. Employees are regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.