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Sr. Analyst - Customer Survey (Remote)

Company: Homesite Insurance
Location: Phoenix
Posted on: November 23, 2021

Job Description:

Homesite Insurance was founded in 1997 and was one of the first companies to enable customers to purchase home insurance directly online, during a single visit. Since then, we've continued to innovate rapidly to meet the needs of our customers and their changing expectations. One thing that's stayed the same since our founding: our commitment to our customers, partners and employees. Join us on our journey as we continue to grow into a powerful contender in the field of insurance. Compensation may vary based on the job level and your geographic work location. Compensation Minimum:$76,000 Compensation Maximum:$150,000 We are adding new analyst positions to our Partner Distribution team to support critical efforts to profitably grow our digital platform capability. We are seeking talented, action-oriented individuals with exceptional analytical skills, sound business intuition, and the desire to work in a fast-paced, collaborative environment to drive success of key initiatives. This is a critical role within our organization and we are seeking the most highly qualified candidates with insurance industry experience. As a member of the Customer Insights team at Homesite, you are part of a team that positively and directly impacts the organization's bottom line with quantifiable results. This role is charged with the oversight, design and measurement of our various customer survey programs targeted at measuring customer satisfaction and ease. Surveys provide a means of identifying customer defects in an expediated fashion and the right candidate for this role will understand the methodology in obtaining this feedback through the correct survey methodology but also interpreting those results and driving continuous improvement based on the findings. As a member of the team, you along with your peers, are critical contributors to delivering on strategic enterprise goals supported through the delivery of astute analysis and innovative business recommendations which drive expense reductions and profitable growth. Responsibilities: The Senior Analyst, Customer Survey is the subject matter expert in the execution and interpretation of customer surveys as well as correlating the survey measurements to predictive indicators of core organizational KPI's. This role has the following primary responsibilities: * Designs customer feedback surveys and/or receives customer feedback to obtain customer satisfaction data, to identify and analyze business issues and opportunities for customer satisfaction and reduction in customer effort. * Organizes and analyzes customer satisfaction data to identify trends, statistics, and issues to be shared with stakeholders to create and monitor resolution plans to increase customer satisfaction, KPIs, and other strategic/business decisions increase customer satisfaction, KPIs, and other strategic/business decisions. * Researches and uses competitive comparisons and metrics to increase customer satisfaction, KPIs, and other strategic/business decisions * Monitors and evaluates voice of the customer (VOC) data sources to identify and assess gaps in the customer experience. * Acts independently or engages appropriate SME to resolve customer concerns, as quickly and accurately as possible, to improve the customer experience. * Assists leaders with strategic planning, project management and roadmaps. * Continuously drives reporting improvement and efficiency by simplifying and automating where possible, eliminating redundancy across the organization, refining metrics, and building new reports to recommend actionable solutions to support decision-making, in support of continuous improvement of customer experience and language services. * Develops reporting on key metrics. Distributes reports to business stakeholders on a regular basis. * Proactively delivers the most real-time, actionable customer insights possible, leveraging all tools and resources available to provide actionable solutions, participates in problem resolution and monitors and tracks improvement plans. * Collaborates with key internal partners to identify and understand customers' underlying needs to recommend business solutions that address root causes of customer pain points. * Uses and establishes departmental processes for cultivating, analyzing and acting on customer feedback to drive an exceptional customer experience and effectively respond to customer needs. * Maintains VOC project plan * Continuously improve the effectiveness and efficiency of the team's research and analysis methodologies, processes, and deliverables * Ties customer feedback data to customer behavioral data to drive more impactful insights and recommendations. Qualifications * Previous experience in mid- to large-size call center in an analytical capacity with measurable impacts * Bachelor's Degree required, Master's degree preferred; Degree in Business Administration, Economics, Statistics, Mathematics or Finance preferred * Must be proficient in MS Excel and have a solid background in all MS Office products * Tableau or similar BI tools experience required * SQL experience required * Strong leadership skills. Ability to influence effectively to drive desired performance. * Results oriented individual who understands how their activities are impacting organizational performance objectives * Comfortable in a fast-paced, constantly changing team-oriented environment * Highly effective communicator. Excellent written, verbal, and interpersonal communication skills. Comfortable with speaking to internal and external partners at all levels. Able to effectively communicate complex subject matter to non-technical audiences. * Strong organizational skills, follow-through and demonstrated ability to multitask and meet deadlines * Ability to work well and accept challenges in a fast-paced, dynamic organization * A champion of new ideas * Strength in working on self-managed projects in conjunction with other departments * Previous survey development * Qualtrics tool experience preferred #LI-Remote When you work at Homesite you can expect benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, and a paid-time off program. In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns at Homesite are eligible for the paid time off program. Contingent workers are not eligible for American Family Enterprise benefits. Stay connected: Join Our Enterprise Talent Community!

Keywords: Homesite Insurance, Phoenix , Sr. Analyst - Customer Survey (Remote), Professions , Phoenix, Arizona

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