Senior Analyst, Client Experience & Operations - Mars Veterinary Health

JOB TITLE

Senior Analyst, Client Experience & Operations

• Mars Veterinary Health

LOCATION & SCHEDULE

Support Office

• Vancouver, Full time

COMPENSATION

$90,300.00

• $141,094.00 As part of the Mars Petcare family of businesses, Mars Veterinary Health is a global network of veterinary practices made possible by 75,000 Associates who care for millions of pets across nearly 3,000 clinics in more than 20 countries each year. We are committed to leveraging our reach to make a long-term positive impact on people, pets, and the planet and know our Purpose

• A BETTER WORLD FOR PETS

• starts with the people who care for them.

We strive to offer unparalleled veterinary care for pets by first and foremost enabling and empowering our Associates to do what they love, whether in primary, specialty, and emergency care or management and leadership. This role requires associates to work out of a MVH Hub location in North America | Tampa, FL | Vancouver, WA | Santa Monica, CA.

Why This Role Matters:

Mars Veterinary Health is building a unified Client Experience and Operations model to support a network of more than 2,000 veterinary practices. As part of this transformation the Senior Analyst, Client Experience & Operations will serve as a critical link between strategy and execution—ensuring priorities translate into action, pilots deliver measurable results, and insights drive decision-making. This is not a traditional reporting or analytics role. This position acts as an extension of the Director of Client Experience & Operations, helping to coordinate initiatives across Inbound, Outbound, Virtual Care, and Operations functions. The Senior Analyst will track progress, surface risks, connect data to execution, and ensure that pilots, programs, and new capabilities are implemented with clarity and discipline. The role combines analytical rigor with operational ownership—bringing structure to ambiguity, maintaining momentum across initiatives, and helping scale what works. It is ideal for a highly resourceful, detail-oriented operator who can move between data, strategy, and execution while keeping teams aligned and accountable.

You Will:

Strategy Translation & Execution Alignment Translate strategic priorities into clear actions, timelines, and deliverables across Inbound, Outbound, Virtual Care, and Operations teams. Track execution against key initiatives, ensuring alignment, accountability, and forward progress across functions. Identify gaps, risks, and dependencies early, escalating and resolving issues to maintain momentum. Pilot Management & Test-and-Learn Execution Coordinate and track pilot programs across markets and functions, ensuring clear hypotheses, success metrics, and execution plans. Monitor pilot performance, synthesize results, and translate findings into actionable recommendations. Support scaling decisions by documenting outcomes, lessons learned, and operational requirements for broader deployment. Insight Development & Performance Tracking Pull and synthesize data from multiple systems and teams to create a clear view of performance across initiatives. Develop concise reporting, dashboards, and executive-ready materials that connect data to business impact. Conduct targeted analyses to support decision-making, including trend identification, root-cause analysis, and opportunity sizing. Operational Coordination & Program Management Act as a central coordination point across functions, ensuring initiatives are sequenced, communicated, and executed effectively. Support planning, testing, and rollout of new tools, processes, and workflows in partnership with Operations and Technology teams. Maintain visibility into external and internal changes (e.g., product, pricing, system updates) and ensure alignment with contact center execution. Communication & Leadership Support Develop clear, structured communications, presentations, and documentation to support leadership alignment and decision-making. Follow up on key actions, decisions, and commitments across the leadership team to ensure execution discipline. Serve as a trusted partner to the Director, enabling focus on strategic priorities by managing day-to-day coordination and detail

Your Experience Should Include:

Bachelor's degree in Business, Analytics, Economics, Data Science, Operations, or related field Data and project coordination experience preferred Clinical (Vet Tech) Experience preferred 4-7 years of experience in analytics, operations, consulting, or customer experience roles with increasing responsibility Experience supporting cross-functional initiatives, programs, or transformations in complex organizations Demonstrated ability to translate strategy into execution, including tracking initiatives, managing dependencies, and driving follow-through Experience working with data to generate insights and support decision-making, including performance tracking and reporting Exposure to pilot programs, test-and-learn environments, or continuous improvement initiatives preferred Experience in healthcare, veterinary services, multi-site retail, or other service-based industries preferred Experience with Excel and data visualization tools (e.g., Power BI, Tableau) Familiarity with SQL, C++, Python, data querying, or working with large datasets preferred Exposure to CRM/contact center platforms and operational data environments a plus

Structured Problem Solving:

Able to break down ambiguous problems and create clear, actionable plans

Execution Discipline:

Strong follow-through, organization, and ability to manage multiple priorities without losing detail

Analytical Fluency:

Comfortable working with data across multiple systems; able to synthesize insights into clear narratives

Influence & Communication:

Able to work across teams, align stakeholders, and communicate clearly at all levels

Resourcefulness:

Finds answers, connects dots, and moves work forward without waiting for perfect inputs or direction.

Salary:

$90,300

• $141,094 Compensation is determined based on education, experience, and other relevant credentials.

Our salary ranges are determined by role, level, location, and market competitiveness. Does this sound like you? Want to join an organization that values Quality, Efficiency, Responsibility, Mutuality, and Freedom? Apply today to be considered and join us to advance our mission to create

A BETTER WORLD FOR PETS.

What We Offer You:

Competitive salary with paid time off & holidays so you can spend time with the people you love. Medical, dental, and vision insurance for you and your loved ones. Fertility and family-building assistance. Paid Parental leave. Practice Paid Basic Life Insurance. Practice Paid Short

• and Long-Term Disability.

Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match. Commuter Benefits. Legal Plan. Health Savings Account & Flexible Spending Account. Mental health support and resources. Paid Volunteering. Optimum Wellness Plans® for up to three pets. Continuing Education allowance & MED hours for eligible positions. Student Debt Relief (for full-time DVMs). A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more.

Special Working Considerations:

Ability to work at a computer for long periods of time. Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently. Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables. The noise level in the work environment is normally moderate. Environment where pets are present.

WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.

Mars Veterinary Health (MVH)® strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. MVH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran, or status as a qualified individual with disability. MVH complies with all applicable federal, state and local laws governing nondiscrimination in employment in every MVH location. About Us Banfield is a community of caring people marked by a diversity of thought, background and approach. Together, we're bonded by a commitment to our purpose:

A BETTER WORLD FOR PETS.

Our pledge is to create an inclusive environment where associates can be themselves, so that we can find value in our differences. And we know that's best achieved by upholding the health and well-being of our associates. bwelcome bfamily bhere