Christine M

Associate Capability Analyst

Nov 2025 - Jul 2026 • 8 mos

Supported digital product quality, testing, and improvement initiatives with a focus on conversational AI and member experience. Conducted structured testing and scoring of chatbot responses to evaluate accuracy, relevance, clarity, and overall performance across a variety of member and tester inquiries. Identified inaccurate, incomplete, or out-of-scope responses and documented defects for review by product owners and internal teams. Maintained detailed defect and resolution logs to support issue tracking, troubleshooting, and ongoing product improvements. Prepared daily testing files, coordinated workload distribution, monitored analyst completion, and reviewed completed work for accuracy, consistency, and adherence to testing standards. Audited testing results to help maintain quality across the team and ensure reliable documentation. Collaborated with cross-functional partners to communicate findings, support process improvements, and help improve the digital customer experience. This role strengthened my skills in quality assurance, AI content evaluation, research, documentation, data review, problem solving, attention to detail, and clear written communication. The experience also gave me a strong foundation for reviewing AI-generated content, identifying quality issues, and refining information so it is clear, accurate, useful, and appropriate for the intended audience.

Consumer Analyst, Consumer Centric Leadership Experience

Jun 2025 - Nov 2025 • 5 mos

Worked with stakeholders to identify consumer needs, evaluate current processes, and support data-informed improvements across digital and operational experiences. Led planning discussions, gathered feedback, and helped translate consumer insights into practical recommendations for internal teams. Supported the development of the Voices for Care Patient Advisory Committee, helping create a structured way to gather meaningful feedback directly from consumers and use those insights to inform service and experience improvements. Conducted process mapping and gap analysis to identify opportunities for stronger workflows, clearer communication, and improved customer experiences. Partnered with cross-functional teams on data review, documentation, process refinement, and digital improvement initiatives. This role strengthened my skills in consumer research, stakeholder communication, qualitative analysis, documentation, process improvement, problem solving, and turning feedback into clear, actionable recommendations.