Customer Experience Senior Analyst

2 days ago

Radnor Twp, United States Essent Guaranty Full time

Essent Group Ltd.

(NYSE: ESNT) is a Bermuda-based holding company (collectively with its subsidiaries, "Essent") which serves the housing finance industry by offering private mortgage insurance, reinsurance, risk management products and title insurance and settlement services to mortgage lenders, borrowers, and investors to support homeownership. We are focused on managing risk and dedicated to serving as a strong and fair counterparty. As a company, we bring strong private capital and a commitment to risk management to the mortgage insurance industry.

Title:

Customer and Operational Experience Senior Analyst

Location:

Radnor, PA

This is an individual contributor position which works under moderate supervision and is responsible for communications and projects for the Customer Experience department.

The Customer and Operational Experience Senior Analyst role demands a high degree of collaboration across diverse cross-functional teams to design, communicate and deliver on a unified, effective, efficient, and consistent experience, both with internal operations as well as external customers, that aligns Essent’s corporate objectives.

As a dynamic and resourceful professional, we will rely on you to perform the following duties:

Operational Efficiency and Effectiveness

Support and drive business optimization analysis and implementation to improve operations, manage expenses, create feature differentiation and/or

experiences based on a disciplined and measurable approach.

Collaborate with cross-functional teams to analyze and effectively document current business processes and identify opportunities for automation and improvement.

Deliver future-state business process documents, aligned with strategic goals and objectives.

Design and develop automated solutions to streamline workflows and increase operational efficiency.

Conduct thorough testing and validation of automated processes to ensure accuracy and reliability.

Provide training and support to end-users on automated processes and systems.

Monitor and evaluate the effectiveness of implemented automation solutions, making necessary adjustments as needed.

Support the design of business testing oversight in collaboration with IT and other business units to ensure efficiency and sufficiency.

Customer Delivery Efficiency and Effectiveness

Work directly with business units and operational analytics teams to leverage operational and customer insights to drive customer self-service.

Centrally manage the implementation and oversight of Essent customer success platforms, largely (but not exclusively) utilized by Essent customer support teams, including Freshworks, Tethr, and others.

Proactively research and regularly present opportunities for Essent to advance / modernize both our understanding of our user’s problem-solving needs and transactional needs/expectations.

Performs other duties as assigned by management.

Minimum Education & Experience Requirements:

Bachelor’s degree required, ideally in Business Administration, Computer Science, or a related field.

Five plus (5+) years of experience with progressively increasing business process and project management experience specifically related to automation and managing multiple projects concurrently.

Five plus (5+) years of experience in the mortgage banking industry required with mortgage insurance industry desirable.

Three plus (3+) years of business experience in a tech-focused company as data or business analyst.

Practical experience in operations, customer experience and customer service.

Proven experience in business process analysis and design, preferably in the financial services industry.

Ability to consume detailed process walkthroughs and transform the information into objective, digestible documentation consumed by a broad audience.

Strong knowledge of process automation tools and technologies, such as robotic process automation (RPA) and workflow management systems, ideally with experience implementing ML, co-pilots and/or AI in support of operational efficiency and effectiveness.

Excellent problem-solving skills with an intellectual curiosity driving the ability to identify and address process bottlenecks and inefficiencies.

Prior success with strong, open collaborative communication and interpersonal skills to effectively collaborate with stakeholders at all levels of the organization, including at the senior management level.

Ability to lead from any level, and influence stakeholders from around the organization.

Adjust to changing priorities and circumstances quickly and demonstrates ability to make quick but well-informed decisions.

Proven presentation skills and have the fervor to continue to hone and polish style to effectively present to a wide range of audiences, including the senior leadership team.

Our commitment to your success is enhanced by our competitive salary and comprehensive benefits package including paid time off, medical, dental, vision, 401(k) and disability benefits. We work to maintain a positive environment for our employees, where people can learn and grow with the company. Essent is an Equal Opportunity Employer.

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