Customer and Employee Experience Analyst
About the position Responsibilities • Analyze and synthesize personas, customer journey maps, user research, market research, user testing, and other data sources to influence customer experiences. • Research, explore, and recommend opportunities within the current customer experience to drive improvement initiatives. • Contribute to the creation and maintenance of customer journey maps. • Mentor other members of the organization in CX concepts and best practices, and articulate value of CX initiatives. • Conduct ongoing experience and usability research and testing to gauge effectiveness. • Partner with vendors and internal stakeholders to recruit participants for user research studies. • Manage projects including directing external agencies and translating project objectives into requirements and tasks for those agencies. • Contribute to CX initiatives to drive change across the organization by acting as the voice of the customer. • Conduct quantitative and qualitative research, including recruiting users for research sessions. • Perform trend and needs analysis. Requirements • Bachelor's degree in communication, psychology, experience design or related field. • Minimum of 3 years' experience in Customer Experience field. • In lieu of degree, minimum of 5 years' progressive, relevant experience within direct or related field. • Insurance and/or health care knowledge preferred. Nice-to-haves • Strong presentation and facilitation skills preferred. • In-depth knowledge of human centered design principles. • Extensive knowledge of journey mapping processes. • Understanding of survey and experience tools such as Qualtrics or similar, preferred. • Understanding of virtual collaboration tools including but not limited to Microsoft Teams, Zoom, Miro. Benefits • Total rewards package that promotes the idea of family first for all employees. • Ongoing training and development programs. • Paid vacation and sick leave with paid maternity and paternity available immediately upon hire. • Flexible options to work onsite, hybrid or remote available.