Hi. We’re Hummingbird. We’re elevating patient access so patients can get healthcare how, when, and where they need it. We partner with healthcare systems to transform how patients access care, enabling their providers to focus on what matters most – caring for patients. By managing patient access as a technology-enabled service, we help health systems stabilize costs and improve patient experience while creating good jobs that attract and retain talent in the industry. Our team of experts is obsessed with the connection between the people, processes, and technology that make healthcare organizations hum. Join us and help build the healthcare experience we want for our communities, our families, and ourselves. Summary 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. 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.

About the team As an Employee Service Center (ESC) Data Analyst (P3) supporting the entire Employee Service & Operations team, you will be the analytical engine behind how the ESC understands performance, demand, and operational health. You will transform data from Workday, ServiceNow, and other sources into clear insights that improve employee support outcomes and inform resourcing and process decisions. You will monitor key metrics, investigate trends, and own core reporting and review cadences for the ESC. You will also analyze Workday transactions and HR Service Delivery workflows to uncover bottlenecks, protect data quality, and surface opportunities for automation and process improvement. Your work will directly impact the employee experience, operational efficiency, and leadership’s ability to make data-driven decisions. About the role Key Responsibilities include: - Own the ESC reporting cadence. Design, build, and maintain dashboards and recurring reports (e.g., monthly reviews, QBRs) that translate raw data into narratives highlighting SLA performance, risks, and opportunities, and that showcase team impact to leadership. - Monitor core ESC performance metrics. Track and interpret metrics such as resolution time, CSAT, ART, volume, backlog, and SLA adherence; identify trends, risks, and improvement opportunities; and recommend clear, data-backed actions. - Support capacity and workload data analysis. Monitor project and centralization impacts to team capacity, and develop models of reporting/dashboards that inform staffing needs to support proactive resourcing decisions. - Analyze Workday transactions and HRSD workflows end-to-end. Use data to identify bottlenecks (e.g., approval delays, late-effective transactions, completion before vs. after effective date) across key business processes, quantifying their impact and partnering with COEs to address root causes rather than only case-closure symptoms. - Conduct deep-dive investigations on recurring issues and bottlenecks. Perform targeted analyses on patterns you see in the data (e.g., repeated escalations, process gaps, quality concerns), size the impact, and propose pragmatic, quick-win workflow enhancements; define success measures and track before/after impact. Partner with P&O on longer term workflow needs. - Drive data-informed continuous improvement. Identify automation and self-service opportunities that improve agent efficiency and employee experience, and partner with stakeholders and other teams within the Employee Service & Operations team, and product/process owners to prioritize, size, and scope improvements using robust data. - Support ESC and enterprise backlogs with strong analytics. Submit operational pain points and proposals into the ES&O backlog through established intake, supplying the data, trends, and impact analysis needed to inform prioritization and solution design. - Partner on cross-functional programs and cyclical events. Collaborate with HRBPs, TA, Compensation, Payroll, IT, and other partners to provide the reporting, insights, and data quality checks needed to support cyclical HR programs, organizational changes, and onboarding. - Protect and improve data quality. Proactively identify, analyze, and resolve bottlenecks in Workday business processes and transactions, ensuring root causes are addressed rather than focusing solely on downstream ticket or service request closure metrics. - Audit HR transactions and data across Workday and ServiceNow, identify discrepancies and root causes, and recommend process or configuration changes that mitigate data risks and improve accuracy and timeliness. - Analyze Workday transaction and approval flow performance to uncover and resolve underlying process inefficiencies, preventing recurring issues that may be obscured by service request closure timelines. - Communicate insights clearly and accessibly. Build visuals and summaries that make complex data easy to interpret for both technical and non-technical audiences; tailor recommendations to the audience, from frontline leaders to senior stakeholders. - Maintain confidentiality and integrity. Handle sensitive employee and candidate information with the highest level of integrity, discretion, and data stewardship. This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions. In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $83,200.00 - $132,800.00 annually. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $79,000.00 - $126,200.00 annually. The base pay range is specific to these locations and may not be applicable to other locations. In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside. Who you are - Analytical and detail-oriented. You have a strong track record of investigative data work, using quantitative analysis to uncover root causes, size opportunities, and drive operational improvements. - A data storyteller. You are comfortable building dashboards and reports and excel at turning complex data into clear narratives, visuals, and recommendations that influence decisions. - Systems-fluent in HR data. You are experienced navigating Workday and ServiceNow (or similar HRIS and ticketing/workflow tools) to pull, validate, and interpret data; you understand how HR transactions and HRSD workflows show up in the data and where issues can hide. - Focused on capacity and performance. You are excited to work on capacity models and performance frameworks that help leaders understand demand, plan staffing, and manage SLAs. - A proactive problem-solver. You anticipate risks and opportunities, propose data-backed solutions, and exercise sound judgment on when to implement quick wins versus escalate larger issues for broader collaboration. Moves quickly when identifying issues and produces solutions that fit the needs of the business. - A collaborative partner. You build strong, trust-based relationships across HR, Operations, and business partners, and you are comfortable working through ambiguity to clarify questions and align on measurement. - A strong communicator. You can distill complex analyses into concise written and verbal updates that drive clarity and action across diverse audiences. - Committed to confidentiality and data ethics. You are trusted with sensitive information and consistently model integrity, discretion, and respect for employee privacy. - Experienced in HR operations and/or analytics. Typically, you bring 3–5 years of experience in HR operations, shared services, workforce management, or data/analytics roles, with: - Hands-on experience using HR systems such as Workday and ticketing/workflow tools such as ServiceNow (or equivalents). - Proficiency with data and reporting tools (e.g., Excel/Sheets, BI/dashboarding tools, SQL or similar) and comfort working with large data sets. Get to know us At Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help customers navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you’ll be part of a company that's reshaping an industry and helping more people make home a reality. Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow. No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry—and your career—forward, together. Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law. Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

• Build & Automate Financial Reporting: Take ownership of the data pipelines required for monthly financial reporting. You will replace manual jobs with automated, reliable SQL-based workflows that feed directly into Tableau and Board materials. • Develop Financial Data Models: Work within our Snowflake environment to create and maintain clean, documented data models that allow the FP&A team to intuitively access core metrics like ARR, NRR, and Gross Margin with confidence. • Executive & Investor Support: Partner with FP&A leadership to support ad-hoc analysis for Board decks and investor inquiries. You will ensure that the data backing our financial narrative is accurate, traceable, and consistent. • Econometric Analysis: Execute advanced research projects analyzing our annual transaction volume. You will apply statistical methods to identify macroeconomic trends and correlation, contributing to white papers and strategic market positioning. • Drive Data Adoption: Act as a subject matter expert for the Finance team, helping them transition from static spreadsheets to dynamic data tools. You will identify opportunities to replace repetitive tasks with automated insights.

• Acts as a subject-matter expert of Engineering data (products, BOMs, materials, Documents, suppliers, etc.) – Gathers data from various sources, cleanse data for integrity and accuracy, applies various data analysis tools to provide meaningful information and insights to help businesses make informed decisions • Providing technical expertise in database/data system development and data infrastructure setup • Collecting/consolidating data from various sources and organizing them into usable formats • Using statistical tools to derive meaningful information/insights from raw business data and analyzing data to find answers to specific questions • Assessing quality and meanings of data and cleansing corrupted data for integrity and accuracy • Creating data visualizations and reports for other stakeholders to comprehend business facts and trends to make better decisions • Working with relevant stakeholders to identify process improvement opportunities, propose system modifications, and devise data governance strategies • Creating appropriate documentation that allows others to understand data analysis processes and steps to foster wide adoption of data processing techniques • Liaising with various departments and internal stakeholders to create collaborative work relationships – understand their data requirements, propose the solutions, advocate the team values, obtain their supports when required