Job Title: Sr. Analyst, Technology & Data – Call Insights & Caller Intent Analysis Company Name: Hummingbird Job Url: https://hummingbird.wd1.myworkdayjobs.com/hummingbird/job/US-All-States-Remote/Sr-Analyst--Technology---Data---Call-Insights---Caller-Intent-Analysis_JR100718?source=jobright&jr_id=69a9062f79f3f4037f43b2db Job Description: 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.  Responsibilities What You’ll Do  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  The Details  Employment Eligibility: Candidates must be legally authorized to work in the United States without sponsorship  Work Location: Remote. You must work from a location within the United States with consistent Internet service  Work Type: Full-time  Schedule: Standard business hours with flexibility based on project needs  Compensation: The range for this role is $91,600 - $119,000. New hires typically start between $91,600 - $110,000, based on experience and internal equity.  Benefits: Comprehensive medical, dental, and vision coverage; paid time off; 401(k); parental leave; career development support; and more  Travel: Minimal, occasional travel for team or client collaboration may be required  Required & Desired Skills What You’ll Bring  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 Have  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  What Helps You Shine  Please note that we use both your resume and your written and oral communication throughout the hiring process to understand your fit for this role.  Thoughtful, clear responses help us see your attention to detail, your professionalism, and your ability to communicate with care — all skills that are essential for success on our team.  Expectations for Focus & Presence  To support patients and each other, this role requires your full attention during scheduled work hours. Our Outside Employment Policy doesn’t allow overlapping work or “job stacking,” so any outside work must happen fully outside your Hummingbird schedule.  We’re a camera-ready team, and you’ll need to be on camera during training and when needed during the workday after training ends.  We value connection, teamwork, and being present, which is what keeps our patients safe and our team supported. If that’s what you’re looking for, you’ll feel at home here. If you’re hoping to hold another job during the same hours, this job won’t be the best match.    Why You’ll Love Working Here  We’re on a mission to make healthcare more human, and that includes how we support our people. You’ll find clarity in expectations, connection in how we work together, and real opportunity to grow your skills over time. We invest in development because we want your work here to lead somewhere meaningful.  #LI-JF1 Please Note: The seniority level of this position may be adjusted during the recruitment process based on candidate skills and experience.  The Hummingbird Approach We value a team that brings diverse perspectives and experiences to the work we do. While there are many ways to do this, people who are successful at Hummingbird: Lead with Respect by valuing kindness and working to actively foster an environment of inclusion and respect. Embrace Growth and seek out learning and growth for themselves and support those around them in their growth journey. They bring curiosity and an openness to innovation to all their interactions. Bring a Win Together mentality by approaching conflict directly, listening carefully, and seeking to understand. They problem-solve with the goal of finding successes, not trade-offs, for all involved. Equal Opportunity Statement Hummingbird Healthcare is an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic. We value the talents of individuals from all backgrounds and actively seek a diverse workforce.  Our mission is to provide a fair and inclusive recruitment process for everyone, and reasonable accommodations are available to any applicant who may need them.  Please reach out to talent@hummingbird.healthcare to request accommodations and we’d be happy to chat.   Introduce Yourself We’re here to build great teams that help our healthcare partners fix patient access, and we know the right role isn’t always posted the moment the right person shows up.   If you don’t see a match today, share your resume and introduce yourself here. You’ll also see a Skills section. Please feel free to add, remove, or edit skills so it reflects what you’re strongest in and the kind of work you’re interested in doing. That helps us better understand where you could thrive and keeps your profile aligned as our needs evolve.   In the meantime, we encourage you to keep an eye on our Careers page for new openings and apply to roles that feel like the right fit. That’s the best way to be considered for a specific opportunity.