Customer Experience Data Analyst
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Job Location:
Chattanooga, TN - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Role Overview:
Chubb Benefits is looking for a Customer Experience (CX) Data Analyst to be an integral part of CX this role youll leverage your keen analytical skills curiosity and ability to identify both impact drivers and data patterns connecting the data itself to business objectives in a meaningful way. These insights will directly influence how we engage with and support our customers brokers and agents each day. We want to tap into your passion for data and your ability to connect and synthesize it to provide insight into business operations. With us youll have the opportunity to translate complex data analytics into actionable insights that business leaders leverage to support and grow our customer experience. Our mission is to build a culture of customer-centric digital-first transformation.
In this role you will:
Develop an understanding of business objectives risks issues and opportunities to ensure research efforts are supportive of business decision-making and are actionable by executive leadership
Conduct regular deep dives of customer feedback within the claims customer service and operations teams to capture the trends and sentiments while building a robust Customer Experience (CX) Analytics plan that helps to align stakeholders on the customer and business goals that matter most
Ensure actionability of insights through cross-functional collaboration
Become an expert user of Chubbs CX Management Platform help enhance the reporting dashboards combining structured and unstructured data (including enhancing text analytics coverage) utilizing driver analysis
Connect customer experience metrics with Chubb Benefits operational and business outcome metrics and datasets to enable deeper understanding of behaviors and drivers
Support the customer experience improvement vision by analyzing multiple sources of CX data including benchmarks targets demographics and internal operational data to drive actionable data-driven recommendations that address consumer needs and strategic priorities
Craft insight-driven stories and proactively share visually inspiring reports and dashboards across the organization
Ensure survey research studies measure and report on actionable metrics and insights yielded using the highest methodological and scientific standards for design assessment quality control and analysis
Preferred Qualifications:
Bachelors Degree in Data Science Statistics Business Analytics Market Research or a related field
Minimum of 5 years of experience in advanced analytics insight generation or market research preferably in a geographically dispersed and matrixed organization. Ideal if in the finance and/or insurance space
Proficient in the analysis of both quantitative and qualitative research methodologies
Proficient in Microsoft Office particularly Excel and PowerPoint; experience with data visualization and reporting tools such as QlikView Tableau Power BI
Experience in analyzing unstructured data (text analytics) for rule-based categorization and sentiment analysis
Prior background in CX Management Platforms Text Analytics and digital analytics and testing tools such as: Qualtrics Medallia Optimizely Full story Google Analytics Trustpilot desirable
Required Experience:
IC
Key Skills
About Company
Chubb Life has been in Egypt since 2003. Chubb Life is the international life insurance division of Chubb - the world's largest publicly traded property and casualty insurance company by market capitalization.
