Analyst/Senior Analyst, Customer Insights
ArcadiaSalary not specified
Full Time
Junior (1 to 2 years)
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Insurance, Customer ExperienceIndustries
Requirements
- Bachelor’s degree in statistics, business, mathematics, computer science or other related fields
- 4+ years of experience in a data analyst or similar role
- 2+ years of experience in data analysis that includes translating insights into recommendations and/or developing reports using tools such as SQL, Microsoft Reporting Services and/or Power BI – ideally within the contact center space
- Experience working in or with contact center environments
- Experience with a broad range of best-in-class database tools/analytics/research approaches and/or concepts
- Familiar with CX technology platforms (Medallia preferred, but also Qualtrics, In-Moment and others)
- Familiar with customer journey mapping
- Strong analytical and problem-solving skills
- Excellent communication skills (both verbal and written), with the ability to present complex data in a clear and compelling way to non-technical stakeholders
- Experience driving change within large, complex organizations
- Ability to gather requirements from end users and translate them to an end product
- Ability to lead projects and deliver results under time constraints
- Ability to work independently and in a team to develop innovative solutions
- Ability to organize and balance multiple tasks and projects while meeting deadlines
- Good presentation and storytelling skills
- Ability to communicate business priorities with other teams, and ensure work is completed in time to meet established deadlines
- Knowledge of Excel, MS Word, MS PowerPoint
- Determined, motivated and a self-starter
Responsibilities
- Partner with stakeholders (internal and external) to understand business needs and customer experience goals, building strong relationships and trust to influence their roadmaps
- Analyze and interpret customer journey data and integrate it with other sources to uncover meaningful insights, and translate them into clear, actionable recommendations
- Collaborate cross-functionally to drive customer experience improvements and clearly communicate its impact to key stakeholders
- Support the manager in identifying opportunities where data and analytics can address business or functional needs
- Own medium-complexity initiatives and partner with Analytics and Data Services for timely delivery; support manager on high-complexity projects
- Participate in regular meetings with stakeholders to provide status updates or change priorities
- Share best practice, trends, knowledge and lessons learned across units and with clients and partners, articulating ideas verbally and in writing in a clear manner across audiences of varied levels
- Lead and/or collaborate with team members (onsite and virtual) on projects, to identify issues or request feedback
- May take on the development, testing & deployment of automated reporting solutions following standards and guidelines set out by the department
- Can be requested to mentor interns and more junior team members
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What experience is required for the Senior Omnichannel Analyst role?
A Bachelor’s degree in statistics, business, mathematics, computer science or related fields is required, along with 4+ years in a data analyst role, including 2+ years using SQL, Microsoft Reporting Services, and/or Power BI, preferably in contact centers.
What key skills are needed for this position?
Strong analytical and problem-solving skills, excellent communication skills to present data to non-technical stakeholders, familiarity with CX platforms like Medallia or Qualtrics, and customer journey mapping experience are essential.
Is this a remote position, or is there an office requirement?
This information is not specified in the job description.
What is the salary or compensation for this role?
This information is not specified in the job description.
What makes a strong candidate for this Senior Omnichannel Analyst position?
Candidates with contact center experience, proficiency in translating insights into recommendations using SQL and Power BI, and the ability to drive change in large organizations while communicating effectively with stakeholders stand out.
Assurant
Provides risk management and insurance solutions
About Assurant
Assurant provides risk management solutions that focus on protecting major consumer purchases, particularly in mobile devices, electronics, and smart technology. The company offers insurance products and extended service contracts that help consumers safeguard their investments in high-value items. When a product is damaged or malfunctions, Assurant also provides repair services to restore it efficiently. This approach helps clients minimize financial losses from unexpected events. Assurant generates revenue through the sale of insurance policies, service contracts, and repair services. Unlike many competitors, Assurant emphasizes diversity, equity, and inclusion within its corporate culture, which enhances its ability to serve a diverse customer base. The company's goal is to support consumers and businesses in maintaining their day-to-day operations while protecting their investments.
New York City, New YorkHeadquarters
1892Year Founded
IPOCompany Stage
Financial Services, Consumer GoodsIndustries
10,001+Employees
Benefits
Health Insurance
Hybrid Work Options
Professional Development Budget
Risks
Integration challenges from acquiring iSmash may affect operational efficiency.
Regulatory scrutiny from acquiring American Lease Insurance could pose compliance challenges.
Cultural clashes from acquiring American Financial & Automotive Services may impact operations.
Differentiation
Assurant specializes in risk management for mobile devices and electronics globally.
The company offers insurance, service contracts, and repair services for high-value items.
Assurant's DEI commitment fosters innovation and enhances customer understanding.
Upsides
Increased demand for mobile device insurance due to remote work trends.
5G expansion drives demand for new devices and related insurance products.
Acquisition of iSmash enhances Assurant's tech repair service capabilities.
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