Customer Experience Analyst

4 days ago


Morrisville, North Carolina, United States Horace Mann Full time
Customer Experience Analyst

We are seeking a highly motivated and experienced Customer Experience Analyst to join our team at Horace Mann. As a Customer Experience Analyst, you will play a critical role in helping us understand our customers' needs and preferences, and develop strategies to improve their overall experience with our company.

Key Responsibilities:
  • Facilitate journey mapping sessions to gain a deep understanding of our customers' experiences and identify areas for improvement.
  • Perform exploratory analysis to understand our customers' processes, interactions, and relationships, and identify opportunities to influence positive customer experiences.
  • Work cross-functionally to improve customer touchpoints via effective communication and engagement channels.
  • Benchmark best practices and customer communication standards to improve critical customer communications and experiences.
  • Develop communications plans and identify proper customer messaging, including copywriting with proper tone and aligned with our brand style.
Requirements:
  • College degree or equivalent years of experience.
  • CX experience is desired.
  • Ability to work irregular hours.

We offer a competitive compensation package and a dynamic work environment. If you are a results-oriented, resourceful, and consultative individual with solid people and interpersonal skills, including the ability to lead, follow, collaborate, and influence, we encourage you to apply for this exciting opportunity.



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