Customer Experience Analyst
As part of the Assurant customer service team, you’ll do more than just answer calls or respond to questions. On behalf of our clients, you’ll work directly with consumers to help them protect what matters most. You’ll be their primary point of contact and their source of information. You’ll listen, solve problems, and patiently find a resolution.
- Full time
- Entry Level
- Evenings & Weekends
What makes a successful Customer Service Representative? Look below to see if you found the right fit.
- Good Listener
The culture is amazing. The managers and staff are very supportive and promote an open exchange of ideas and information.– Marcus K., Arizona
Customer Experience AnalystApply Requisition Number R-88719
Assurant is seeking a motivated Analyst to focus on improving our Customer Experience. You will be responsible for identifying opportunities to improve the customer experience by analyzing data, managing critical voice-of-the-customer (VOC) listening posts (such as post-claims surveys) and reporting on customer experience across the Assurant Global Auto team.
As the ideal candidate, you will have an accomplished professional background, demonstrated proficiency in advanced Excel skills, and experience as an analyst in a business environment. You are comfortable analyzing data from multiple sources to create strategic recommendations in a thoughtful, concise manner and obtaining organizational buy-in with multiple stakeholders. You will be well-organized, can manage multiple analyses or projects simultaneously, and have intellectual curiosity.
Identify Opportunities to Improve Customer Experience
Perform analysis on available data including VOC listening posts, 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 analysis to ensure the success of customer experience projects
Work collaboratively across Global Auto 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 a regular flow of VOC data
Reporting on Customer Experience
Provide monthly NPS reports by client and survey type
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)
3 years’ experience in a role requiring advanced skills in Excel and Visio
1- year experience translating client and customer needs to customer experience journey maps as well as company policies, procedures, and detailed process flow maps
We are all working home during the pandemic, and hope to return to the office. Long term: Work from home days possible.
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Meet Our People
Resha S. - Customer Service Representative
I can be myself here. It's just a comfortable work environment. Management is so understanding - they recognize that we're all human. And they listen to our feedback. In turn, I understand my customers and where they're coming from.
We're not scripted - but you do have to have a heart and you have to actively listen. I take escalated calls and I know my customers can hear the concern in my voice right away. That means I'm helping. My supervisors taught me how to grow my skills and how to protect my customers. I continue to receive training, and it's in my plan to become a supervisor.