Customer Experience Data Analyst
Customer Experience Data Analyst
EMC Insurance
Des Moines, IA
Job ID : 744a4f714231756f515a4a792b41584657413d3d
Job Description :
At EMC, you'll put your skills to good use as an important member of our team. You can count on gaining valuable experience while contributing to the company's success. EMC strives to hire and retain the best people by engaging, developing and rewarding employees.
Summary:
Defines customer experience metrics with an emphasis on customer sentiment, engagement, adoption, and retention. Monitors and collects customer experience feedback and data, structured and unstructured, from multiples sources. Analyzes qualitative and quantitative data to identify opportunities and define actionable recommendations. Develops and presents high-impact findings and recommendations in an understandable way. Designs accessible reports and dashboards to provide customer insights and inform decision-making. Builds relationships across business areas, serving as a subject matter expert, trusted ally and advocate of CX best practices through dedicated cross-functional collaboration.
Essential Functions:
- Defines customer experience metrics with an emphasis on customer sentiment, engagement, adoption, and retention.
- Researches market and industry trends to recommend advanced metric solutions to enhance the customer experience and meet the goals of corporate and CX strategies.
- Utilizes customer experience analytical tools such as PowerBI, Tableau, text analysis, and others, to analyze customer behavior across multiple touchpoints and develop insights.
- Uses interactive tools to design data visualizations, as well as strong storytelling skills, to share results with a variety of audiences, including senior leadership.
- Determines areas of focus and conducts follow-up analyses to understand the drivers of performance and identify significant opportunities.
- Uses a consultative approach to understanding internal client needs with the ability to translate those needs into research solutions.
- Builds relationships across business areas, serving as a subject matter expert, trusted ally and advocate of CX best practices through dedicated cross-functional collaboration. Fosters a culture of research and continuous learning across the organization.
Education & Experience:
- Bachelor’s degree preferably in marketing research, data analytics, statistics, mathematics or related field, or equivalent relevant experience
- Five years of experience in a quantitative customer research and analysis role or related experience
- Prior experience within the insurance industry preferred
Knowledge, Skills & Abilities:
- Excellent knowledge of standard CX metrics (e.g., NPS, CSAT, CES)
- Excellent data-focused approach to understanding customer needs, deriving insights from business objectives and KPIs
- Strong knowledge of data analytics and visualization tools (i.e. Tableau, Power BI)
- Strong ability to turn complex data into easily-understood recommendations and stories
- Ability to establish and maintain strong business relationships in order to identify, define, build, and execute complex customer experience initiatives
- Strong attention to detail
- Excellent written and verbal communication skills, including presentation skills
Per the Colorado Equal Pay for Equal Work Act, the hiring range for this position for Colorado-based team members is $79,000 - $104,000. The hiring range for other locations may vary.
Our employment practices are in accord with the laws which prohibit discrimination due to race, color, creed, sex, sexual orientation, gender identity, genetic information, religion, age, national origin or ancestry, physical or mental disability, medical condition, veteran status, active military status, citizenship status, marital status or any other consideration made unlawful by federal, state, or local laws.
All of our locations are tobacco free including in company vehicles.
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Company Details :
Name : EMC Insurance
CEO : Scott Jean
Headquarter : Des Moines, IA
Revenue : $25 to $100 million (USD)
Size : 1001 to 5000 Employees
Type : Unknown
Primary Industry : Insurance Carriers
Sector Name : Insurance
Year Founded : 1911
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Details
: Des Moines, IA
: 54 days ago
