Rebel Experience Analyst

Founded in 1977 as the Senior Care Action Network, SCAN began with a simple but radical idea: that older adults deserve to stay healthy and independent. That belief was championed by a group of community activists we still honor today as the "12 Angry Seniors." Their mission continues to guide everything we do.

Today, SCAN is a nonprofit health organization serving more than 500,000 people across Arizona, California, Nevada, New Mexico, Texas, and Washington, with over $8 billion in annual revenue. With nearly five decades of experience, we have built a distinctive, values-driven platform dedicated to improving care for older adults.

Our work spans Medicare Advantage, fully integrated care models, primary care, care for the most medically and socially complex populations, and next-generation care delivery models. Across all of this, we are united by a shared commitment: combining compassion with discipline, innovation with stewardship, and growth with integrity.

At SCAN, we believe scale should strengthen-not dilute-our mission. We are building the future of care for older adults, grounded in purpose, accountability, and respect for the people and communities we serve.

671Rebel Experience Analyst

Fully Remote

The job

The Rebel Experience Analyst plays a vital role in supporting the Director of Rebel Experience by gathering insights, analyzing frontline performance data, and driving initiatives to enhance the employee experience across our member-facing teams. This position works cross-functionally with Product, Sales, Finance, HR, and Operations to ensure our Rebels-frontline staff-have the tools, support, and environment needed to deliver extraordinary member experiences.

You will

Analyze frontline performance and experience data to identify trends, pain points, and improvement opportunities.

Gather and synthesize Rebel (frontline) feedback through surveys, QA data, and voice-of-employee inputs.

Support frontline experience initiatives that improve day-to-day work conditions and service delivery.

Translate QA and performance insights into actionable recommendations for coaching and development.

Partner with HR and Operations to support career pathing and promotion readiness using data[1]driven insights.

Evaluate training and onboarding effectiveness and identify gaps aligned to role expectations.

Execute and support the Voice of Employee program, including reporting and action planning.

Coordinate cross-functional improvement projects impacting frontline experience and member.

Track and report progress on experience and process improvements across customer-facing teams.

Document and share best practices to support continuous improvement across the Rebel Experience COE.

We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.

All other duties as assigned.

Your Qualifications

Bachelor's Degree or equivalent experience

2-4 years of experience in analysts, operations, customer experience, workforce analytics, QA, or frontline support role

Experience analyzing performance data, survey results, or QA findings in a customer-facing environment.

Experience working cross-functionally with Operations, HR, or Customer Experience teams.

Analytical Thinking - Ability to analyze data, identify patterns, and draw meaningful conclusions.

Data Storytelling - Translates data and insights into clear, actionable recommendations for stakeholders.

Problem Solving - Identifies root causes and supports practical, data-driven solutions.

Collaboration & Influence - Works effectively across functions and builds strong working relationships.

Communication - Communicates clearly and concisely in both written and verbal formats

Data analysis & interpretation (Excel, Tableau, dashboards, trend analysis)

Insight synthesis & storytelling - turning data into clear, actionable narratives

Cross-functional collaboration with HR, Ops, Product, Finance, and Sale

Project coordination & execution (timelines, milestones, follow-through)

Problem-solving & continuous improvement mindset

Clear written and verbal communication

Attention to detail with big-picture thinking

Organization & Follow-Through - Manages multiple priorities, tracks progress and meets deadlines.

Continuous Improvement - Proactively seeks opportunities to improve processes and experiences

What's in it for you?

• Base Pay Range: $127,306-$133,671
• Work Mode: Remote
• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)- 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
• Excellent 401(k) Retirement Saving Plan with employer match
• Robust employee recognition program
• Tuition reimbursement
• An opportunity to become part of a team that makes a difference to our members and our community every day!

We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!

At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.

SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required. #LI-JR1

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)