Responsibilities

• Lead analytics across the entire patient journey from lead to loyalty inclusive of our key patient journey stages: lead intake, appointment booking, appointment reminders, no-show and cancel recovery, tested-not-treated follow-up, post-purchase onboarding, service reminders, retention, reactivation, and winback.
• Analyze campaign performance across email, SMS, direct mail, paid media, website, call center, and clinic-driven touchpoints.
• Develop patient and customer lists to support targeting, segmentation, audience sizing, suppression logic, channel eligibility, campaign prioritization, and personalization strategies.
• Identify trends, opportunities, and gaps in campaign performance, patient behavior, conversion, revenue, retention, inefficiency, and operational friction.
• Build standardized performance views by channel, campaign, audience, source, market, clinic, call center outcome, appointment type, and lifecycle stage.
• Partner with CRM, call center, clinic operations, finance, technology, and leadership teams to ensure consistent reporting definitions and trusted performance visibility.
• Create clear performance narratives that explain what changed, why it changed, what it means, and what actions should be taken.
• Build, maintain, and improve PowerBI dashboards that provide clear visibility into marketing, CRM, call center, funnel, and patient journey performance.
• Own the development and ongoing improvement of marketing attribution methodology across online and offline channels.
• Define how marketing contribution is measured across campaigns, vendors, lead sources, CRM touchpoints, call center interactions, appointment outcomes, and revenue.

Requirements

• 6–10+ years of experience in marketing analytics, CRM analytics, lifecycle analytics, funnel analytics, growth analytics, business intelligence, or a similar function.
• Experience leading analytics across multi-step customer or patient journeys, ideally in healthcare, retail, multi-location, call center, or appointment-based businesses.
• Strong experience with CRM, campaign analytics, customer segmentation, funnel reporting, attribution, and marketing performance measurement.
• Advanced proficiency with SQL, Excel, and Power BI.
• Experience building dashboards, performance scorecards, executive reporting, and self-service reporting tools.
• Strong understanding of A/B testing, statistical significance, test design, holdout methodology, and incrementality measurement.
• Experience working with online and offline data sources, including CRM, call center, website, appointment, revenue, paid media, and campaign data.
• Ability to define business rules, document methodology, build data dictionaries, and drive reporting governance.
• Strong analytical judgment with the ability to identify data quality issues, reconcile conflicting sources, and communicate limitations clearly.
• Excellent communication and storytelling skills, with the ability to translate complex analysis into business decisions.
• Strong cross-functional leadership skills and ability to influence stakeholders across marketing, operations, technology, finance, vendors, and leadership.

Preferred

• GA4, CRM platforms, call center platforms, marketing automation systems, Python, R, or advanced statistical tools preferred.