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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

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Success Profile

What makes a successful Customer Service Representative? Look below to see if you found the right fit.

  • Adaptable
  • Communicator
  • Goal-oriented
  • Good Listener
  • Problem-solver
  • Results-driven

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Benefits

Retirement planning, employer matching
Medical, dental, vision, health care FSA, dependent day care FSA, health and wellbeing programs
Paid time off
Tuition reimbursement, professional development, flex time

Customer Experience Analyst

Apply 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.

Responsibilities Include:

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)

Basic Requirements:

  • Bachelor’s degree

  • 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.