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Customer Experience Analyst
Assurant
Miami, FL, United States
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Description
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.
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
Support Customer Experience Initiatives
• Perform ad hoc analysis as needed to ensure success of customer experience projects
• Work collaboratively across Global Specialty 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
• 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
• 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)
Qualifications
Education: Bachelor’s degree
• A minimum of 3 years’ experience in a role requiring extensive data analysis.
• A minimum of 3 years’ experience in a role requiring advanced skills in Excel.
• A minimum of 1 year of experience translating client/customer needs to customer experience journey maps as well as company policies, procedures, and detailed process flow maps.
• Passionate about the customer experience and quality control.
• Working knowledge of online analytics is desirable.
• Experience with different VOC tools such as SurveyMonkey and methods such as primary research and Net Promoter Score is desirable.
• Requires creative as well as detail oriented individual.
• Requires good communication skills (including oral, written and presentation) with teams and cross functional partners.
• Requires strong project and time management skills.
• Requires strong interpersonal skills, including the ability to build relationships and consensus, as well as effectively communicate and influence across various management/organizational levels.
• Requires incumbent to be self-motivated to work 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).