Senior CCS Analyst

At GEICO, we offer a rewarding career where your ambitions are met with endless possibilities. 

Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive through relentless innovation to exceed our customers' expectations while making a real impact for our company through our shared purpose. 

When you join our company, we want you to feel valued, supported and proud to work here. That's why we offer The GEICO Pledge: Great Company, Great Culture, Great Rewards and Great Careers.

About GEICO

The Government Employees Insurance Company (GEICO) is a private American auto insurance company with headquarters in Chevy Chase, Maryland. GEICO is a wholly owned subsidiary of Berkshire Hathaway and is the third largest auto insurer in the United States. In 2023, GEICO earned premiums worth over $40 billion U.S. dollars.

GEICO is seeking an accomplished, customer-obsessed, and results-oriented Senior CCS Analyst to drive our omni-channel contact center initiatives. This role will lead the development and implementation of advanced contact center solutions, focusing on intelligent routing. The ideal candidate will combine deep insurance contact center expertise with strong technical acumen in Amazon Connect.

Job Summary:

As a Senior CCS Analyst, you will play a key role in shaping the evolution of GEICO's contact center capabilities and customer experience strategy. You will be responsible for leading technical product strategies, driving the development and execution of product roadmaps, and ensuring that our solutions meet the needs of both our customers and business stakeholders while driving operational efficiency. You will collaborate closely with cross-functional teams, including engineering, operations, data analytics, AI, product, and business leaders to deliver high-impact solutions that drive business growth and customer satisfaction. The ideal candidate will combine deep insurance contact center expertise with strong technical acumen, demonstrating the ability to drive innovation while maintaining operational excellence across complex enterprise environments. You must be comfortable influencing at all levels of the organization.

Key Responsibilities:

• Strategic Cross Functional Partnership: Forge strong relationships with cross-functional teams to ensure our omni-channel routing solutions are aligned with GEICO's strategic objectives.
• Innovation and Collaboration: Collaborate extensively with engineering teams, product, and business units to innovate and enhance the contact center experience for associates and customers, utilizing the Amazon Connect platform.
• Performance Measurement and Optimization: Implement and monitor OKRs and KPIs to measure the effectiveness of the omni-channel routing platform and drive continuous improvement in delivering customer service. 
• Product Lifecycle Management: Lead the full lifecycle of the omni-channel routing products by LOB, from concept through implementation, partnering with business and engineering to develop requirements and roadmap prioritization.
• Customer-Centric Approach: Understand customer/business needs and market trends, gathering feedback to drive proactive product improvements and innovations.  Understands business strategies and visions and incorporates into routing design requirements.
• Data-Driven Decision-Making: Utilize data analytics to inform decision-making, generate operational business insights, and ensure alignment with business goals and customer needs. 

Qualifications:

• 2+ years of experience in product or program management, or similar role, with demonstrated success delivering enterprise-scale contact center solutions
• Deep understanding of contact center operations, technologies, and key performance metrics
• Proven experience with cloud-based contact center platforms and related technologies
• Strong analytical and problem-solving abilities with a data-driven approach to decision-making (PowerBI, SQL, Snowflake, Splunk, Cloudwatch, Titan)
• Experience with agile development methodologies and related tools (Azure DevOps)
• Experience with UI/UX design and tools (Figma, Visio)
• Excellent communication and presentation skills, with ability to influence at all levels of the organization
• Understanding of contact center security, compliance, and regulatory requirements

Preferred Qualifications:

• Bachelor's degree in Computer Science, Business Administration, Mathematics or related field
• Direct experience with Amazon Connect platform
• Experience in the insurance industry
• Experience with omnichannel contact center solutions (voice, chat, email, Tasks, SMS, IVR)
• Knowledge of contact center analytics and reporting tools
• Certifications (PMP, Amazon Cloud Practitioner, Amazon Connect Communications Specialist, CSPO)

Why Join Us:

• Opportunity to work with cutting-edge technologies and innovative projects.
• Collaborative and inclusive work environment.
• Competitive salary and benefits package.
• Career growth and development opportunities.

If you are a motivated and experienced product professional with a passion for leadership and innovation, we encourage you to apply for this exciting opportunity.

Annual Salary

The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate's work experience, education and training, the work location as well as market and business considerations.

The GEICO Pledge:

Great Company: At GEICO, we help our customers through life's twists and turns. Our mission is to protect people when they need it most and we're constantly evolving to stay ahead of their needs.

We're an iconic brand that thrives on innovation, exceeding our customers' expectations and enabling our collective success. From day one, you'll take on exciting challenges that help you grow and collaborate with dynamic teams who want to make a positive impact on people's lives.

Great Careers: We offer a career where you can learn, grow, and thrive through personalized development programs, created with your career – and your potential – in mind.  You'll have access to industry leading training, certification assistance, career mentorship and coaching with supportive leaders at all levels.

Great Culture: We foster an inclusive culture of shared success, rooted in integrity, a bias for action and a winning mindset. Grounded by our core values, we have an an established culture of caring, inclusion, and belonging, that values different perspectives. Our teams are led by dynamic, multi-faceted teams led by supportive leaders, driven by performance excellence and unified under a shared purpose.

As part of our culture, we also offer employee engagement and recognition programs that reward the positive impact our work makes on the lives of our customers.

Great Rewards: We offer compensation and benefits built to enhance your physical well-being, mental and emotional health and financial future.

• Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your family's overall well-being.
• Financial benefits including market-competitive compensation; a 401K savings plan vested from day one that offers a 6% match; performance and recognition-based incentives; and tuition assistance.
• Access to additional benefits like mental healthcare as well as fertility and adoption assistance.
• Supports flexibility- We provide workplace flexibility as well as our GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year.

The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.