Overview

• Location: Preferably in Denver, Colorado***

Unified is a nationwide community of providers, operations specialists and thought leaders who look for the greatest opportunities to impact every woman’s health, at every stage of their journeys. We are unparalleled in our scale and ability to adapt to address unmet and underserved needs. Through 815+ clinics, 23 IVF labs, nationwide telehealth capabilities and targeted case management, our 2,700+ independent, affiliated providers deliver comprehensive women’s health services and continuously work to implement methods and develop techniques or platforms that improve the healthcare experience. We remain focused on enabling the discovery of new ways for our affiliated providers to deliver the high-quality care experience women deserve, in the ways they most wish to receive it, and collaborate across our community to make our vision a reality.

Customer Experience Analytics Manager will lead the analysis and reporting of the customer journey across every touchpoint—from first marketing interaction through ongoing engagement and retention. The ideal candidate combines deep Salesforce reporting expertise, advanced analytics skills, and an intuitive grasp of the customer lifecycle to transform data into clear, actionable insights that improve experience, satisfaction, and lifetime value.

Responsibilities

• Own Customer Journey Analytics: Map, measure, and optimize the end-to-end customer experience across marketing, sales, onboarding, and service touchpoints.
• Develop Salesforce Dashboards: Build and maintain robust Salesforce reports and dashboards for visibility into lead quality, conversion rates, NPS, retention, and churn trends.
• Integrate Data Sources: Connect data across Salesforce, marketing automation platforms (Salesforce, Constant Contact), service platforms (SFDC Service Center), and web analytics (Mixpanel), electronic medical record systems (Athena) for a unified customer view.
• Voice of the Customer Reporting: Analyze qualitative and quantitative data (e.g., surveys, NPS, reviews) to identify patterns in satisfaction, friction points, and advocacy.
• Campaign & Experience ROI: Evaluate how marketing and engagement programs influence customer satisfaction, retention, and bookings.
• Build Predictive Models: Partner with Analytics and IT to forecast churn, lifetime value (LTV), and customer health scores.
• Champion Data Quality: Ensure accuracy and consistency in Salesforce customer data, lead attribution, and funnel tracking.
• Collaborate Cross-Functionally: Work closely with Marketing, IT, Clinical Operations and Market Leaders to turn insights into action that enhances CX outcomes.

Qualifications

• 5+ years in Customer Experience Analytics, Marketing Analytics, or CRM Reporting.
• Advanced proficiency with Salesforce (reports, dashboards, campaign attribution, opportunity lifecycle, Service, Health, Marketing Cloud data).
• Experience analyzing customer journey metrics—from acquisition and onboarding through retention and loyalty.
• Skilled in SQL, Excel, and one or more BI platforms (Power BI or Salesforce CRM Analytics).
• Familiarity with marketing automation tools (e.g., SFDC Journey Builder, Marketo, HubSpot) and customer feedback platforms (e.g., Qualtrics, Medallia, Delighted).
• Strong business acumen—able to translate complex data into insights that drive tangible improvements in customer satisfaction and retention.
• Excellent communication and data storytelling skills for both technical and executive audiences.

Preferred Qualifications

• Experience in healthcare, SaaS, or multi-location service organizations.
• Familiarity with customer segmentation, LTV analysis, and churn prediction.
• Experience working with data warehouses (Snowflake) or customer data platforms (CDPs).
• Salesforce Administrator, Analyst preferred.

We’re here for you—both personally and professionally.

Our benefits are designed to support you and your family at every stage of life. From health and wellness to financial security and career growth, we offer a comprehensive package to help you thrive.

Here’s a look at what we offer:

• Health Coverage

Medical, dental, and vision plans, fertility benefits, and supplemental insurance options.

• Paid Time Off

Vacation, personal days, and paid holidays to help you recharge.

• Financial & Retirement Planning

401(k) with employer contribution, plus Flexible Spending Accounts (FSAs) and Health Savings Accounts (HSAs).

• Income Protection

Short- and long-term disability, paid parental leave, basic life insurance, and optional additional coverage.

• Wellbeing Support

Employee Assistance Program, commuter benefits, pet insurance, and identity theft protection.

• Professional Development

Opportunities and resources to support your career growth.