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Customer Experience Analyst

Employer
Assurant
Location
Miami, Florida
Salary
Not Specified
Closing date
Oct 6, 2019

View more

Category
Customer Service
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 and reporting on customer experience across Multifamily Housing.

Assurant offers our Multifamily Housing clients a complete portfolio of risk mitigation solutions that go far beyond renters’ insurance. Our unmatched expertise, integrated capabilities and customer insight give us the tools to offer innovative protection options that residents want and our clients need.

Key Responsibilities:

Identify Opportunities to Improve Customer Experience (40%)

  • 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 to determine drivers of both dissatisfaction and satisfaction
  • Recommend improvements based on findings and present suggestions to CX Manager

Support Customer Experience Initiatives (25%)

  • Perform ad hoc analysis as needed to ensure success of customer experience projects
  • Work collaboratively across LOB departments to understand their business needs and how they contribute to the customer’s 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 NPS reports by client, event or transaction 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)

Basic Qualifications
  • Bachelor’s degree
  • A minimum of 3 years of experience translating client/customer needs to customer experience journey maps as well as company policies, procedures, and detailed process flow maps.
  • A minimum of 3 years’ experience in a role requiring extensive data analysis.
  • Advanced skills in Excel

Preferred Experience
  • Survey Monkey or similar tool.
  • Experience working in a similar customer experience role with an organization known for exceptional NPS results


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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.

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