Customer Experience Analyst
As the Customer Experience Analyst, you will be responsible for identifying opportunities to improve the customer experience by analyzing data, managing critical voice-of-the-customer listening posts and reporting on customer experience across Global Housing.
The role you will play at Assurant:
Identify Opportunities to Improve Customer Experience
Perform analysis on available data including voice of the customer (VOC) listening posts (such as surveys), operational metrics, and other variables (program type, product type, etc) to identify relationships, trends, and opportunities for improvement
Perform root cause analysis, including sample audits and text-data mining, to determine drivers of both dissatisfaction and satisfaction
Recommend improvements based on findings and present suggestions to functional business leads
Manage VOC Listening Posts
Conduct regular configuration audits to ensure surveys are offered when expected or desired
Monitor survey data to ensure systems and processes are functioning as expected, including frequency of records, response rates, and drop rates (particularly in IVR surveys)
Perform analysis on anomalies in data to address challenges and maintain a regular flow of VOC data
Support Customer Experience Initiatives
Perform ad hoc analysis as needed to ensure the success of customer experience projects
Work collaboratively across Global Housing departments to understand their business needs and how they contribute to the customers experience
Participate as a Customer Experience subject matter expert on projects
Report on Customer Experience
Provide NPS reports by client and survey type as needed
Provide monthly reports on escalations and issues
Update Customer Experience Scorecards for identified clients (including compiling identified operational metrics which are key to customer experience)
Why You Should Consider This Role
You are an innovative thinker who anticipates and solves problems
You want a company who has Innovation, Flexibility, Transparency, Customer Insights and values our people
You have a reputation for excellence, integrity and practice Uncommon Thinking
You are authentic and love advising and connecting with people
You value the autonomy to use common sense and good judgment to make impactful decisions
You are naturally comfortable exercising discretion
You have superior relationship building skills and can adapt to multiple audiences, including executive leadership
You are comfortable dealing with conflict and providing solutions
What You Will Like
The people we care
The diversity - every day is different
The excitement we focus on What Matters Most to our customers
The opportunity to learn, grow and advance within our Fortune 500 global company
We have #1 and #2 market leadership position in all our areas of focus
Competitive salary, Medical and Dental day one of employment and matching 401k after 30 days
What you need to have:
3 years experience in a role requiring extensive data analysis.
3 years experience in a role requiring advanced skills in Excel.
A passion for improving the customers experience.
Familiarity with Microsoft Power BI
What we would like you to have:
BA or BS in related discipline or 3 years plus in Insurance or Financial Services
Experienced with Homeowners, Flood, Renters, Condo and or Manufactured home insurance is highly desired.
1 year of experience translating client/customer needs to customer experience journey maps as well as company policies, procedures, and detailed process flow maps.
Experienced with the following products: manufactured housing, condo and antique Auto or homeowners and flood
Working knowledge of Google analytics.
Experience with different VOC tools, such as SurveyMonkey, InMoment, Qualtrics, etc.
Familiar with primary research, including Net Promoter Score methodology.
Good communication skills (including oral, written, and presentation)
Project and time management skills.
Strong interpersonal skills, including the ability to build relationships and consensus, as well as effectively communicate and influence across various management/organizational levels.
Self-motivatation to complete multiple projects/tasks in a timely and accurate fashion.
Operations experience with various channels used by customers to interact with us and provide feedback (face to face, telephone, web-site, mobile application).