Measure, monitor, report, and analyze health metrics: Identify trends and insights to develop action plans from agent and customer signals to enhance the customer experience.
Collaborate closely with the Director of CX.
Utilize the Voice of Customer platform: Analyze and present data, identify themes, and facilitate an organizational understanding of the current and desired customer and agent experience.
Leverage data analytics: Interpret VoC data in partnership with Small Business Analytics and reporting, identify key performance indicators (KPIs), and provide actionable insights to drive business decisions.
Develop CX-related projects and pilots: Put VOC insights into action to leverage your analysis to impact business outcomes.
Support Enterprise and Line of Business CX projects: This includes project management (scope, timeline, costs, risks/issues), change management (communication and training planning and execution), and partnering with technology teams to deploy new or improved customer listening posts.
Partner with Enterprise CX team and Agile team: Gather business requirements and quantify CX benefits related to program enhancements as part of the Agile prioritization process.
Ensure ongoing utilization of VoC feedback: Ensure compliance with the closed-loop process.
Analyze customer feedback: Conduct periodic analyses to influence operational and digital improvements.
Evaluate and maintain Text Analytics rule-based topic sets: Ensure coverage and accuracy.
Provide continuing education on VoC system and CX strategy: Train Service, Product, Underwriting, and Premium Audit teams. Ensure proper customer outreach and adherence to processes on a consistent basis.

Requirements

3+ years of experience in a corporate environment with customer experience or customer-oriented roles (e.g., Customer Data and Analytics, Customer Feedback, Customer Service)
Experience as a project manager and/or marketing specialist preferred
Proficiency in data analytics tools: Experience with Excel, Tableau and AWS/Amazon Connect, is highly desirable
Demonstrable experience translating business objectives into tangible plans, actions, and results
Creative thinker and problem solver: Well-organized and extremely detail oriented
Ability to manage multiple assignments and adapt to changing priorities
Intrinsically motivated to act with a sense of urgency.

Benefits

Health insurance
401(k) matching
Flexible work hours
Paid time off
Professional development opportunities
Short-term or annual bonuses
Long-term incentives
On-the-spot recognition

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

data analyticsproject managementcustomer experiencecustomer feedback analysiskey performance indicatorstext analyticsbusiness analysisaction plan developmentchange managementAgile methodology

Soft Skills

creative thinkingproblem solvingorganizational skillsattention to detailadaptabilitytime managementcommunicationcollaborationintrinsic motivationurgency