• Customer Insight Analyst

    Location US-CA-San Francisco
    Job ID
    35990
  • Summary

    Esurance is looking for a Customer Insight Analyst to join a dynamic and award-winning team of individuals who are committed to making insurance smarter, easier, and dare we say- cooler. As part of a growing company that is focused on providing an outstanding customer experience, you’ll have the opportunity to expand your skills and discover your potential.

     

    If you’re looking for a career at a socially conscious company that offers great benefits — including matching 401k and tuition reimbursement — then you may have just found your new home. 

     

    Esurance combines the spunk of a startup company with the backing of Allstate (the largest publicly held personal lines insurer in the U.S.) to create a unique, energized, and exciting place to work. 

     

    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 Masters 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. 

     

    Physical Demands and Work Environment: Representative of those that must be met by an employee to successfully perform the essential functions of this job. Must be able to operate a PC and sit for extended periods of time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

     

    Benefits

    At Esurance, being committed to our employees is not just something we say, it’s something we do. Our benefits package is designed to help our associates stay healthy, meet their long-term financial goals, and balance the demands of work and personal life. Esurance rewards hard work, dedication, and creativity with competitive salaries and a generous bonus system. We are committed to our employees and we are dedicated to creating a diverse, positive, innovative and team-oriented work environment.

    Health & wellness

    • Medical, vision, and dental insurance
    • Life insurance (company-paid and supplemental)
    • Accidental death and dismemberment coverage
    • Wellness coaching and incentives
    • Group critical illness coverage
    • Accident indemnity and hospital indemnity plans
    • Group legal

    Savings

    • 401(k) plan with annual matching contribution
    • Referral bonuses
    • Performance-rewarding bonus system
    • Tuition assistance program (up to $5,250 per year)
    • Health savings and flexible spending accounts
    • Commuter benefits

    Family & Community

    • Adoption assistance
    • Maternity leave
    • Buckle Up Baby program
    • Pet insurance discount
    • Charitable gift matching
    • Give Time, Get Time volunteer program
    • Employee Assistance Program

    Time off

    • Short-term disability
    • Long-term disability (employee-paid option)
    • Paid time off (holidays, vacation, personal choice days)

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