Digital Solutions Analyst

2 weeks ago

San Diego, United States Generali Global Assistance Full time

**Why work with us?**

The North American branch of Generali Global Assistance offers a diverse and inclusive work environment while employees work towards making real difference in the lives of our clients. As an Organization, we pride ourselves with offering white glove service while being mindful of corporate responsibility and our environmental footprint.

**Employees enjoy a plethora of benefits to include**:

- A diverse, inclusive, professional work environment
- Flexible work schedules
- Company match on 401(k)
- Competitive Paid Time Off policy
- Generous Employer contribution for health, dental and vision insurance
- Company paid short term and long term disability insurance
- Paid Maternity and Paternity Leave
- Tuition reimbursement
- Company paid life insurance
- Employee Assistance program
- Wellness programs
- Fun employee and company events
- Discounts on travel insurance

**Who are we?**

**Generali Global Assistance** is proudly part of the Europ Assistance Group brand and our products utilize a number of corporate and product brands. The brands for our North American team include the following:

- CSA: US travel insurance brand for retail and lodging partners. Learn more here.
- Generali Global Assistance (GGA): The primary Corporate brand in the United States for our travel insurance, travel assistance, identity and cyber protection, and beneficiary companion products. Learn more here.
- GMMI: the industry standard for global medical cost containment and medical risk management solutions. Learn more here.
- Iris, Powered by Generali: identity and digital protection solution. Learn more here.
- Trip Mate: US travel insurance brand for tour operator, cruise and airline partners. Learn more here.

**What you’ll be doing.**

**Job Summary**:
The Contact Center Automation (CCA) Analyst will bring teams together to influence, lead, facilitate, and help accelerate results through effective continuous improvement of digital automation solutions with a focus on solving issues and seeing the big picture. The CCA Analyst will focus on the improvement of our current solutions and in addition will be allowed to develop ideas and business cases for future automation projects. The CCA Analyst will engage and interact with multiple entities and departments across the North American organization including Operations, Quality Assurance, IT Development, Business Analysts, Account Management, and client interaction to ensure project effectiveness and client satisfaction. In addition, the CCA Analyst will be in regular interaction with the global CCA in Europe. The CCA Analyst needs to be able to speak and understand the terminology of the different departments and be comfortable navigating through ambiguity to create clarity. This position reports to the Senior Manager, Digital Operations.

**Principal Duties and Responsibilities**:
**Project Management**:

- Lead and manage improvement projects for existing automation initiatives.
- Identify and involve all stakeholders (Operations, IT, Sales, etc.).
- Update stakeholders on the status of projects.
- Assign and schedule project tasks.
- Schedule and lead project meetings, track the deliverables, and match those with agreed deadlines.
- Develop project plans, timelines, and budgets.
- Ensure all stakeholders are aligned with the goals of the project (explaining, coaching, problem-solving sessions, meetings, etc.).
- Coordinate with cross-functional teams to ensure successful project implementation.
- Create business cases for automation initiatives.
- Form strong relationships with the Operations, IT, Marketing, and Sales departments.
- Developing communication channels between relevant parties within the whole organization.

**Reporting & Analysis**:

- Establish key performance indicators (KPIs) to measure the effectiveness of automation initiatives.
- Monitor and report on KPIs to stakeholders.
- Track cost trends linked to automation initiatives.
- In continuous contact with IT PM and operations departments, track and verify results, evaluate impacts, etc.
- Identify impact on customer satisfaction (NPS, surveys,) linked to automation initiatives.
- Use data-driven insights to identify and drive continuous improvement efforts.

**Identifying Areas for Improvement**:

- Conduct regular assessments of existing automation solutions to identify areas for enhancement.
- Structure an effective continuous improvement cycle to measure, analyze, and understand the root cause of problems, generate solutions, and ensure quick implementation.
- Track improvements and impact on customer satisfaction as well as internal satisfaction.
- Gather feedback from users and stakeholders to understand pain points and areas of improvement.
- Stay updated on industry trends and best practices in automation to identify opportunities for innovation.

**Improvement of Existing Solutions**:

- Develop and implement strategies to enhance the functionality and performance of existi

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