Description
Analyst, Member Experience
Location: US - Remote
Department: Ezra - Operations
Location Type: REMOTE
Employment Type: FULL_TIME
Location Notice:
- US - Remote for those outside the NYC area.
- NYC employees are hybrid
Company Overview
Ezra's mission is to detect cancer early for everyone in the world. Our AI-powered MRI screens for cancer in up to 13 organs, and is available at over 180+ imaging facilities in 150 cities across the US and abroad.
We believe in empowering people to make their own health decisions, so we are offering Ezra as a direct-to-consumer scan. Our members visit a partner imaging center to get an MRI scan and receive an AI-powered report from an Ezra Medical Provider.
As of May 2025, Ezra is part of Function Health, bringing together the most advanced imaging and the most comprehensive blood testing solutions into a single offering.
Role
Own our member experience strategy with a primary focus on driving NPS through deep, technical analysis and systematic operational improvements as we scale. This is a highly technical, hands-on role for someone who can design, build, and iterate on analytics and operational infrastructure from the ground up — not consume pre-built dashboards.
We’ve grown 5x in the last 6 months and expect similar hypergrowth ahead. What worked at 500 members breaks at 5,000. This role exists to anticipate those breaking points early, using SQL-driven analysis, lightweight tooling, and AI-powered experimentation to surface friction before it becomes systemic.
This is not a traditional customer support or CX role. You will spend a significant portion of your time building the data foundations yourself — defining metrics, standing up reporting, and prototyping tools — and then using those insights to drive cross-functional operational change.
Key Responsibilities
NPS Excellence & Systematic Problem Solving
- Analyze all member feedback and NPS data to identify patterns, root causes, and early warning signals.
- Design solutions that eliminate recurring issues at the system level, not just resolve individual cases.
- Drive NPS from the current baseline through data driven improvements.
- Own the full improvement cycle: issue identification → solution design → implementation → impact measurement.
- Proactively identify where processes will break as volume and complexity increase.
Data Analysis, Analytics Build & AI Tooling
- Build analytics and reporting directly from raw data using SQL and lightweight tooling.
- Define metrics, dashboards, and monitoring systems without relying on existing BI platforms.
- Build dashboards and tracking systems that provide real time visibility into member satisfaction.
- Leverage AI tools to prototype workflows, automate analysis, and accelerate insight generation.
- Run rapid experiments, measure outcomes, and iterate quickly in a resource-constrained environment.
Operational Execution & Cross-Functional Leadership
- Translate analytical insights into actionable recommendations for Product, Operations, and Clinical teams.
- Lead cross-functional initiatives driven by data, owning execution through to measurable outcomes.
- Build strong relationships with stakeholders and influence priorities across the organization.
- Ensure insights turn into durable processes or system changes that scale.
- Follow through relentlessly to ensure other teams implement necessary changes
- Present data driven recommendations to senior leadership and drive accountability for outcomes
Nature of the Role
- Early phase: Majority of time spent on technical build-out (analytics foundations, reporting, tooling).
- Steady state: Less time maintaining data systems; more time leading operational projects powered by insights.
- High-autonomy role requiring comfort defining the “how” in ambiguous, fast-moving environments.
Qualifications & Skills
Technical Analytics & Data Fluency
- Advanced SQL skills with experience building analytics from raw datasets.
- Comfort working without established BI tools; ability to stand up scrappy but reliable reporting.
- Python or scripting experience is a strong plus.
AI & Automation Mindset
- Hands-on experience using AI tools to prototype, automate, and accelerate analytical or operational workflows.
- Strong experimentation mindset and technical curiosity.
Systematic Problem Solving
- Proven ability to identify root causes in customer feedback, implement scalable solutions that prevent recurring issues, and drive measurable improvements in member satisfaction metrics through data-driven decision-making and rapid experimentation cycles.
Cross-Functional Execution
- Demonstrated ability to translate member insights into actionable recommendations for Product, Operations, and Clinical teams.
- Build strong stakeholder relationships without direct authority, and follow through relentlessly to ensure implementation and measure outcomes.
- Comfortable owning initiatives end-to-end, not just delivering analysis.
Communication & People Leadership
- Exceptional written and verbal communication with the ability to present data-driven insights to senior leadership, coach team members on systematic thinking and problem-solving, and maintain collaborative relationships across all organizational levels.
Core Experience Requirements
- Bachelor’s degree or equivalent practical experience.
- 3+ years in analytics, data, operations, or customer experience roles with demonstrated impact.
- Startup or high-growth environment experience is strongly preferred.
Preferred Background
- Healthcare, medical, or regulated service environments.
- Direct-to-consumer or high-touch service products.
- Side projects or examples of scrappy, self-directed technical builds.
What's in it for you?
Benefits
As the Analyst, Member Experience, you have the opportunity to be an early employee at Function Health and work with an all-star team focused on detecting cancer early for everyone in the world. You're also going to have access to benefits such as:
- Base Salary: $90,000 - $125,000
- Stock options
- Comprehensive health, dental, and vision plans for you and your family
- Wellness and commuter benefits
- Competitive vacation policy
- A culture that emphasizes learning
- Professional development budget for continued learning
- Opportunity to directly impact our mission of saving lives through early cancer detection
Our commitment to diversity and inclusion
We're aiming to build a diverse team and an inclusive company culture. We are an equal opportunity employer and do not discriminate based on race, ethnicity, nationality, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status, or any legally protected status.
Important Notice: Ezra is a wholly owned subsidiary of Function Health. Legitimate communication from the Function Health team will always come from an email address ending in @functionhealth.com. Function Health will never request personal information such as banking details or payment during the hiring process. Please be cautious of communications or job offers that come from other email domains, instant messaging platforms, or unsolicited calls. If you ever have doubts about the legitimacy of a communication, please reach out to us directly at [email protected].
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