Sr. Analyst, Technology & Data – Call Insights & Caller Intent Analysis

Hummingbird Healthcare

1d•$91,600 - $119,000•Remote

About The Position

Every day, healthcare contact centers handle thousands of patient conversations. Hidden inside those interactions are signals about what’s working, what isn’t, and where patients are getting stuck. In this role, you’ll help uncover those signals and turn them into insights that improve both patient experience and operational performance. As a Sr. Analyst, Technology & Data – Call Insights & Caller Intent Analysis at Hummingbird, you’ll transform unstructured call and chat data into structured intent models and measurable operational insights. Your work will help teams understand why patients are reaching out, where friction exists in the journey, and what improvements can reduce repeat contacts and improve resolution. Your day will often involve digging into conversational data, testing hypotheses about customer behavior, validating AI-generated classifications, and collaborating with operations, product, and service delivery teams to translate insights into action. You’ll work with conversational intelligence platforms and analytics tools to build frameworks that quantify outcomes like resolution, escalation, churn risk, and customer friction. This is a role for someone who enjoys solving ambiguous problems, asking the right questions to uncover root causes, and turning complex technical analysis into clear insights that teams can act on.

Requirements

5+ years of experience in conversational analytics, contact center analytics, customer experience analytics, or related data disciplines
Experience designing or managing intent frameworks, signal models, or AI classification validation methodologies
Hands-on experience with conversational intelligence platforms and AI-generated tagging or classification systems
Proven ability to translate unstructured interaction data into measurable operational insights and business impact
Strong analytical skills and experience structuring ambiguous problems into measurable analyses
Ability to communicate complex technical concepts in clear, plain language for operational and business audiences
Experience working cross-functionally with operations, service delivery, product, or technical teams
Comfort working in a lean, fast-moving environment where priorities may shift and structure is still evolving
Ability to independently manage priorities, navigate ambiguity, and drive work forward with minimal oversight

Nice To Haves

Experience with conversational intelligence platforms such as CallMiner or similar speech analytics tools
Experience analyzing repeat contacts, root causes, or operational friction in contact center environments
Experience working in healthcare, health technology, or other highly regulated industries

Responsibilities

Design and evolve a structured caller intent taxonomy aligned with operational and strategic priorities
Translate unstructured conversational data into measurable signals that track resolution, escalation, repeat contacts, churn risk, and customer friction
Validate AI-generated intent classifications using structured QA frameworks, including precision and recall measurement
Identify performance drivers and friction points across the customer journey and surface actionable improvement opportunities
Build hypotheses around repeat contacts, service breakdowns, or patient confusion and test them using conversational analytics tools
Partner with operations, service delivery, and product teams to turn insights into workflow, scripting, staffing, or product improvements
Configure and refine conversational intelligence tools (such as CallMiner or similar platforms) to capture the right signals and data points
Communicate technical findings clearly to both technical and non-technical partners, translating analytics into practical decisions
Guide structured testing and validation approaches for new models, intent classifications, and operational improvements
Mentor peers and strengthen documentation and analytics practices to improve clarity, maintainability, and long-term impact