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Customer Experience Analyst

3 months ago

Jacksonville, United States Citizens Property Insurance Full time
Job Description

Job Duties | Essential Functions:

Models' ethical behavior and executes job responsibilities in accordance with Citizens core values, ethics, and information protection policies.
  • Work with cross functional teams to manage customer interaction channels, synthesize findings, develop solutions, assessments, and/or improvement recommendations and facilitate execution of initiatives.
  • Analyze and interpret qualitative and quantitative data, feedback, and interactions to identify opportunities that lead to an improved and optimized customer experience.
  • Review and document current business models, processes, customer journey maps, strategic plans, and practices as part of gap or root cause analysis and input to improvement initiatives; identify gaps that may be contributing to overall business and customer experience results.
  • Work closely with front-line staff, leadership/management, IT, other analysts, project teams, and other stakeholders including customers to understand customer experience improvement opportunities, present findings, and propose solutions
  • Produces documentation and presentations of key insights, solution recommendations, solution business cases including benefit realization and financial impacts, and action plan results for incorporation into internal reviews.
  • Help develop and deploy systemic action to fix and prevent recurrence of issues to create additional value for the customer.
Knowledge:
  • Strong knowledge of the voice of customer, customer support, customer intelligence, and customer loyalty.
  • Strong background in customer experience, research and analytics techniques, and/or process improvement.
  • Knowledge of business processes, practices, and customer interaction points/channels
  • Strong technical knowledge
Skills & Abilities:
  • Strong analytical and problem-solving skills - recognize challenges and propose solutions.
  • Experienced in navigating ambiguity and change with an entrepreneurial mindset.
  • Ability to quickly grasp technical concepts.
  • Proven ability to apply quantitative data analysis techniques to improve work processes.
  • Demonstrated ability to meet deadlines, even in a demanding and changing environment.
  • Superior verbal and written communication skills.
  • Strong written, oral communication and interpersonal skills and ability to work well in teams.
  • Proficient with Microsoft Windows applications.
Relevant Experience:

3 or more years related experience in process design and improvement, data analysis in customer service, customer experience, or similar customer management fields, or customer service operations.
  • High School Diploma | GED
  • Bachelor's Degree OR 3 years relevant experience, OR a combination of college education and relevant experience equivalent to 3 years.
Preferred Experience/Education:
  • Bachelor's degree in Business, Information Technology or related field
  • Five (5) or more years of demonstrated experience in customer service, customer experience, or similar customer management fields
  • Four (4) or more years of demonstrated experience in business analysis, data analysis, or similar analytical fields
  • Experience in the property and casualty insurance industry
  • Experience with Citizens systems
  • Knowledge of agile methodology and sprint planning
Physical Requirements:

Frequent:
  • Stationary position
  • Move, Traverse
  • Operate, Activate, Use, Prepare, Inspect, Place, Detect, Position
  • Position self (to), Move
  • Communicate, Detect, Converse with, Discern, Convey, Express oneself, Exchange information
  • Detect, Determine, Perceive, Identify, Recognize, Judge, Observe, Inspect, Estimate, Asses


Citizens is Proud to Be an Equal Opportunity Employer

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#LI-VC1

About Us

Searching for a place to make your mark? Every great team depends on the individual contributions of its members - the skills, talents, and the passion that each team member brings. At Citizens, we're building a workforce of top achievers committed to our company's mission and vision. Our company values the knowledge that comes from experienced and dedicated individuals with a variety of backgrounds, in or out of insurance.

Citizens' mission is to serve the people of Florida as the state's insurer of last resort, and as an innovative thought leader focused on promoting a healthy property insurance market. We stand proudly by our values of being Committed, Accountable, Responsive and Empowered.

At Citizens, we are a team of dedicated, service-minded professionals committed to our policyholders. Come achieve and maximize your potential with us