About Forma

The market for employee benefits is broken. Companies spend millions annually on employee benefits that employees neither value nor regularly use. Founded in 2017, Forma set out to build a better model by challenging traditional one-size-fits-all approaches.

Forma’s flexible benefits software helps companies offer competitive benefits packages while reducing costs and inefficiencies, by giving employees more choice and flexibility in how they spend their benefit allowances. The platform also saves HR professionals countless hours managing and supporting various point solutions.

Using Forma, companies can select from a suite of products that include Lifestyle Spending Accounts, Health Spending Accounts, Health Reimbursement Arrangements, Flexible Spending Accounts, and more to design and deliver customized benefits programs–all through a single platform. Employees then have three choices to spend account funds: The Forma Store with discounted products and services, The Forma Visa Card, or claim reimbursement backed by Forma’s world-class member support team.

Forma has helped hundreds of the world’s most admired companies, including Stripe, Zoom, Lululemon, and Affirm, design and support flexible, inclusive benefits programs for nearly a million employees. And, we are seeing great success with 98% customer retention, 75 NPS, and 98 CSAT ratings from members.

Forma is backed by Emergence Capital and Ribbit Capital and has received numerous awards for its exponential growth, its software innovation, and as a “Great Place to Work.”

About the Role

We are seeking a highly skilled and motivated Business Analyst to join our dynamic Customer Experience team. The ideal candidate will possess a keen analytical mind, a deep understanding of customer behavior, and the ability to translate complex data into actionable insights. As a Business Analyst, you will play a critical role in optimizing our customer experience strategy, driving data-driven decisions, and enhancing overall customer satisfaction.

You Will

• Data Analysis & Insights: Analyze customer data and feedback to identify trends, patterns, and areas for improvement. Utilize data visualization tools to present findings and insights in a clear and actionable manner.

• Customer Journey Mapping: Maintain and update comprehensive customer journey maps to understand and enhance the end-to-end customer experience. Identify pain points and opportunities for improvement at each stage of the journey.

• Performance Metrics: Define and track key performance indicators (KPIs) related to customer experience. Monitor and report on performance metrics, providing recommendations for enhancements based on data-driven insights.

• Collaboration: Work closely with cross-functional teams, including product management, marketing, and customer service, to ensure alignment on customer experience goals and initiatives. Provide support and recommendations to help teams address customer feedback and implement improvements.

• Reporting & Documentation: Create detailed reports and documentation on customer experience trends, analysis, and recommendations. Present findings to stakeholders and contribute to strategic planning sessions.

• Customer Feedback: Design and implement surveys, feedback forms, and other tools to gather customer input. Analyze feedback to identify areas for improvement and measure the effectiveness of implemented changes.

• Process Improvement: Identify and recommend process improvements to enhance the efficiency and effectiveness of customer interactions. Support the implementation of new processes and monitor their impact on customer satisfaction.

Preferred Skills

• Bachelor’s degree in Business Administration, Marketing, Data Analytics, or a related field. Advanced degree or certification in data analysis or business analysis is a plus.

• 3+ years of experience as a Business Analyst, preferably within a customer experience or service-oriented role.

• Strong analytical skills with proficiency in data analysis tools and software (e.g., Excel, SQL, Looker).

• Excellent communication and presentation skills, with the ability to convey complex data insights to non-technical stakeholders.

• Experience with customer experience management tools and methodologies (e.g., CRM systems, journey mapping).

• Ability to work collaboratively in a fast-paced, team-oriented environment.

• Strong problem-solving skills and a proactive approach to identifying and addressing issues.

Benefits and Perks

• Remote-first working environment

• Medical, dental and vision insurance plans

• Employee wellness program

• One-time home office stipend

• 401(k) savings plan

• Flexible PTO policy

• 12 weeks Parental Leave + 4 additional weeks for the Birthing Parent

At Forma, we value diversity, and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Duties and responsibilities may not all be covered in the description, or may change over time at the discretion of Forma. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Forma, we welcome diverse perspectives, and people who think rigorously / aren't afraid to challenge assumptions. Join us!