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Customer Insight Analyst

Customer Insight Analyst

Location 
US-CA-Rocklin
US-CA-Rocklin
US-SD-Sioux Falls
Job ID 
34875

More information about this job

Summary

The Customer Insight Analyst gives the Esurance customer a voice grounded in customer feedback, internal data and competitive research. The position informs best-in-class service design and data-driven strategic decisions for all customer touch points. This role also supports excellence in analytics by developing and maintaining customer listening posts, consulting on experiment design, and ensuring that data are thoroughly captured and accurately processed.

Responsibilities

  • Mines Voice of the Customer (VoC) data from key customer listening posts across the Esurance ecosystem: solicited (surveys) and unsolicited (e.g. social media); structured (multiple choice) and unstructured (text); direct (stated perceptions) and implied (behavior); both at the level of individual interactions and at the overall relationship level.
  • Consults with user research and service design professionals to help map customer journeys and identify improvement opportunities.
  • Keeps abreast of competitive developments, industry news and VoC best practices.
  • Coordinates the development and maintenance of customer listening posts across departments and channels.
  • Guided by VoC best practices, continues to advise management on enhancements to the VoC program.
  • Collaborates as needed with vendors, developers and product managers to ensure tracking of user interactions.
  • Documents ongoing VoC processes; some VoC results are reported in corporate and department goals & objectives.
  • Provides analytical support for test design and experimentation.
  • Quantifies the impact of cross-functional customer experience initiatives.
  • Helps interpret and predict trends in customer feedback metrics such as Net Promoter Score (NPS) and Customer Effort. Develops interactive KPI dashboards that are accessible, clear and relevant.
  • Generates and presents pertinent insights about sources of customer effort and drivers of loyalty. Informs analyses with competitive research, customer narratives and trends in feedback.
  • Works with Business Intelligence to ensure data quality and consistency, resolve discrepancies and verify changes.

Qualifications

 

  • Strong quantitative, analytic, and problem-solving skills
  • Demonstrated ability to integrate business knowledge and analytical insight
  • Experience working cross-functionally (e.g. developers, designers, product owners, response center management)
  • Demonstrated proficiency with SQL or other query language required
  • Excellent communication skills both oral and written
  • Strong skills in visual presentation of quantitative information
  • Strong relationship management skills with external and internal customers
  • Demonstrated ability to perform multiple tasks effectively and concurrently
  • Advanced knowledge of Microsoft Excel
  • Demonstrated proficiency with Microsoft Office products (PowerPoint and Word)
  • Knowledge of statistical packages and text mining tools a plus
  • Experience with Tableau preferred

Experience / Education:

  • Bachelor's degree in Marketing, Mathematics, Statistics or a related field or equivalent education required, plus 3 or more years of experience in a data, reporting, analytics or research role;

OR

  • Master’s degree in Business Administration, Marketing, Mathematics, Statistics or a related field or equivalent education, plus 1 or more years of experience in a data, reporting, analytics or research role.

 

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