St. Louis, Missouri, with several remote offices throughout the United States. The company is a subsidiary of Tokio Marine Holdings, Inc., a leading Tokyo-based global insurer that sustains a presence in over 40 countries. Safety National is a five-time Best Places to Work in Insurance honoree with recognition in both the insurers/providers and the medium-size employers categories.

JOB SUMMARY:

Responsible for supporting the implementation of the Valued Customer Experience (VCE) initiatives. This role will assist all VCE efforts to develop the enterprise customer experience process, using technical tools, data and teams to evaluate current processes and recommend operational improvements and system implementations. This role will assist in analytical tasks necessary to support the overall strategy for VCE by using data, KPIs, Voice of the Customer (VoC), relationship building and other tools to optimize the customer experience. This role collaborates with a diverse set of business partners in supporting new opportunities to drive significant improvement to VCE’s operational performance by leveraging analytics and process improvement methodologies.   

ESSENTIAL FUNCTIONS:

At Safety National, we live by the following five core values:  Relationships, Integrity, Teamwork, Balance, and Stability.  Our Core Values serve as the fundamental foundation of our corporate culture and drive our interactions, both internally and externally.  An essential function of all Safety National positions is to fully embrace and represent these core values in our daily work life and relationships.

This role is accountable for VCE support through analytical efforts to achieve the highest level of customer experience possible. 

Understands and monitors service performance expectations and SLA’s through Key Performance Metrics, VoC data or mining unstructured data to assess attainment of service standards - identifying impediments to achieving or maintaining standards.  Assist in developing business plans to mitigate roadblocks to achievement of service levels.

Assist the efforts to deliver measurable improvements to servicing processes that reduce cost, cycle time, and enhance overall internal and external customer experiences.

Assist the business strategy to drive data into an Account Centric system to further support a 360 degree Account view.

Position is responsible for analytical support and assistance of the Valued Customer Experience (VCE) process and operations including:  

Provides assistance and support to the AVP of VCE as well as the Account Service Teams and Service Team Leads.

Help track, support and communicate reporting efforts for all VCE initiatives and tasks. Including analyze and validate data completeness, consistency and accuracy.

Help implement necessary changes in the service process, and works with Account Service Teams and Service Team Leads to communicate and support necessary changes.

The VCE analyst supports and promotes a “continuous improvement” philosophy and contributes value in further streamline or process enhancement efforts.

Understands the customer pain points using journey analysis, identifying solutions and driving VCE practices to transform processes to improve the customer experience.

Monitors the service process through use of such tools as metrics, reports and VoC.

Supports the long term strategic roadmap for the VCE initiative.  Interacts and works cross-functionally to expose the Customer Experience strategy for VCE and enterprise initiatives.

Analyzes tools, programs and processes that drive adoption of the VCE process across the enterprise

Supports the VCE communication strategy for internal personnel.

ADDITIONAL RESPONSIBILITIES:

Supports all VCE system development efforts. (e.g. VCE requirements and UAT efforts)

Supports VCE team to proactively find customer experience opportunities and solutions that ensure support of the optimized customer journey.

Provide reports and additional requested information accurately and timely.

Performs other tasks, special duties, and/or projects as assigned by VCE management.

QUALIFICATIONS:

Preferred Bachelor degree.

Property/Casualty insurance customer operations/servicing experience desired, preferably with a strong background in Workers’ Compensation, Commercial Auto and General Liability.  Insurance designations are a plus (to include CPCU, APA, CLCS, AINS, AIS, etc).

Demonstrated client services/customer support experience in insurance or financial industry operations required.

Demonstrated ability to perform root-cause analysis and develop action plans based on that analysis.

Strong analytical, technical, and problem-solving skills.

Excellent communication verbal and written communication skills.

Strong project management skills desired. Able to balance competing priorities, complex situations, and tight deadlines.

Ability to exercise independent judgment.

Self-starter who can work with minimal direct supervision, and take ownership of projects.

Ability to work effectively with a diverse group of business and technical personnel.

NOTE:

In order to meet the needs of the Corporation, employees may be assigned other duties in addition to, or in lieu of, those described above.

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Outstanding Medical, Dental and Vision Coverage.  Employee and Children covered at no cost, low cost for Spousal coverage.

Medical Deductible Reimbursement Plan

Life/AD&D Insurance, Short Term Disability and Long Term Disability provided at no cost to employee.

401k Savings and Profit-Sharing Plan

Pre-Tax Dependent Care Assistance Plan

Tuition Reimbursement

Paid Leave and Holidays

Alternate Work Schedules

Business Casual Dress Policy

EEO STATEMENT

Safety National is an Equal Employment Opportunity Employer and will not discriminate against or harass any applicant or employee on any grounds prohibited under any federal, state or local law including race, creed, color, religion, sex, national origin, age, disability, sexual orientation, marital status or membership in any other legally protected class.  None of the questions in our application are intended to elicit information regarding any protected characteristics, nor imply any limitation, illegal preferences or discrimination based upon non-job related information or protected characteristics.