Customer Experience Analyst
- Employer
- Assurant
- Location
- Chicago, Illinois
- Salary
- Not Specified
- Closing date
- Jul 25, 2019
View more
- Category
- Sales
- Job Type
- Not Specified
- Career Level
- Not Specified
Job Details
The Customer Experience Analyst is responsible for identifying opportunities to improve the customer experience by analyzing data, managing critical voice-of-the-customer listening posts (such as post-claims surveys) and reporting on customer experience across Connected Living.
The Details:
- 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
Support Customer Experience Initiatives (25%)
- Perform ad hoc analysis as needed to ensure success of customer experience projects
- Work collaboratively across Connected Living departments to understand their business needs and how they contribute to the customers experience
- Participate as a Customer Experience subject matter expert on projects
Managing VOC Listening Posts (20%)
- 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 regular flow of VOC data
Reporting on Customer Experience (15%)
- Provide monthly NPS reports by client and survey type
- Provide monthly reports on escalations and issues as captured in ADEPT
- Update Customer Experience Scorecards for identified clients (including compiling identified operational metrics which are key to customer experience)
Basic Requirements:
- Education: Bachelors degree
- A minimum of 3 years experience in a role requiring advanced skills in Excel and Visio.
- A minimum of 3 years experience creating queries utilizing either SQL or Microsoft Access.
- A minimum of 1 year experience translating client/customer needs to customer experience journey maps as well as company policies, procedures, and detailed process flow maps.
Company
At Assurant, we protect, connect and support major consumer purchases ... like homes, cars, appliances, and phones ... in partnership with industry-leading brands.
The brands people trust ... trust Assurant.
We help our clients connect and protect over 300 million consumers around the world.
We have 125 years of experience, 14,000 employees and operate in 21 countries.
Our unwavering purpose
We protect what matters most.
Our uncompromising values
Common sense, common decency, uncommon thinking and uncommon results guide the way we support our customers and work with each other. guide the way we support our customers and work with one another.
COMMON SENSE
We seek simple, straightforward solutions that keep life running smoothly for the clients and consumers we serve.
COMMON DECENCY
We act with integrity. We treat others with respect, courtesy, and kindness. We’re honest, transparent and committed to doing the right thing.
UNCOMMON THINKING
We're never satisfied with the status quo. We seek diverse perspectives and thrive on challenge. We believe there's always a way to build upon our successes.
COMMON RESULTS
We focus on actionable solutions that deliver measurable results. We approach each challenge with a sense of urgency, striving to exceed every expectation.
- Website
- https://jobs.assurant.com/
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