Business Analyst I (Membership Services)

Boston, MAFull-TimeMid-levelAnalyst

You will be redirected to the company career page

Member Experience & Analysis: Build and maintain KPI reporting for Membership Services to track performance, trends, and initiative impact. Analyze key metrics—including contact drivers, resolution times, repeat contacts, CSAT, and escalations—to identify insights and opportunities to improve the member experience.
Strategic Partnership & Communication with Membership Services: Partner closely with the Member Services team to support data-driven decision-making, helping answer operational and experience-related questions and translating insights into actionable recommendations.
Operational Insights & Efficiency: Support analysis of support workflows, tooling, and processes to identify inefficiencies, capacity needs, or areas where automation and process improvements could enhance member outcomes.
Root Cause & Issue Analysis: Assist in identifying root causes of high-volume member issues by combining qualitative feedback with quantitative data, helping inform upstream product, policy, or process changes.
Data Integration & Quality: Partner with Analytics Engineering to leverage trusted data models and ensure data quality, while contributing to clear documentation, metric definitions, and self-service resources that enable partners to use data confidently.

1-2 years of experience as a Business Analyst or in a similar role, with bonus points for experience with customer success.
Bachelor’s degree in Statistics, Business, Economics, Data Science, or a related field.
Strong analytical curiosity with the ability to break down problems using data.
Working knowledge of SQL (or strong interest in developing SQL proficiency).
Familiarity with data visualization tools such as Looker, Tableau, Sigma, or similar.
Clear communication skills and attention to detail.
Collaborative mindset with a willingness to learn, iterate, and receive feedback.