Customer Experience Analyst

Miami, Florida
Not Specified
Oct 07, 2020
Dec 06, 2020

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.

  • SQL expertise

  • 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.

  • Detail-oriented individual.

  • 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).



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