Customer Satisfaction Analyst II

Position Summary

Under moderate supervision, responsible for leveraging a wide range of analytical tools to uncover and communicate opportunities to improve the customer’s experience with products, platforms and services.  Monitors various customer feedback platforms and language services.  Analyzes trends and responds to inquiries as appropriate.  Utilizes change management to introduce and integrate customer satisfaction and languages services into business operations. Uses customer feedback data to drive more impactful insights and recommendations.

The ideal candidate will:

• primarily focus on customer feedback across ERIE
• be highly organized in a fast-paced environment
• contribute creativity and communicate across the enterprise
• participate in a collaborate and innovative environment
• The hiring manager will also consider candidates for Customer Satisfaction Analyst I.  Level of position offered will be based upon the depth and breadth of selected candidate's experience and qualifications.

Duties and Responsibilities

• Voice of the Customer
• Designs customer feedback surveys and/or receives customer feedback to obtain customer satisfaction data from a number of sources, such as; surveys, directed questionnaires, customer usage data, social media, unsolicited feedback, and focus groups, to identify and analyze business issues and opportunities for customer satisfaction and language services.
• Applies analysis, customer feedback, and web design techniques to develop and improve websites for customers.
• Organizes and analyzes customer satisfaction data to identify trends, statistics, and issues to be analyzed for 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 multiple sources of voice of the customer (VOC), social media and language  services, including but not limited to; customer surveys, frontline staff input, product reviews, feedback on the website and social media content 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.
• Use customer satisfaction and language services data to recognize business areas for meeting ERIE’s Above All Service Model goals.
• Reporting/Continuous Improvement
• 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.
• Reports 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. And areas of satisfaction to retain.
• Uses established departmental processes for cultivating, analyzing and acting on customer feedback to drive an exceptional customer experience and effectively respond to customer needs.
• Participates in communicating results to stakeholders and management of all levels.
• Assists stakeholders in the creation of content and formatting to or display of business presence on internal and external ERIE websites.
• Language Services
• Assists in the administration of language services including vendor management, troubleshooting, resolving issues, and documenting for external and internal purposes.
• Identifies and recommends vender service levels and capability shortcomings and issues.
• Monitors language translation services, respond to complex customer inquiries.
• Provides complex user support for resources access and user problems.
• Partners with Diversity and Inclusion department to align priorities andto identify and mitigate risks.

Duties and Responsibilities (cont'd if applicable)

The first five duties listed are the functions identified as essential to the job. Essential functions are those job duties that must be performed in order for the job to be accomplished.

This position description in no way states or implies that these are the only duties to be performed by the incumbent. Employees are required to follow any other job-related instruction and to perform any other duties as requested by their supervisor, or as become evident.

Capabilities

Qualifications

Minimum Educational and Experience Requirements 

• Bachelor’s degree in business, analytics or information science and two years of experience in continuous improvement, customer experience, or equivalent required; or
• Associate’s degree in business, analytics or information science and four years of  experience  in  continuous  improvement, customer experience, or equivalent required; or  
• High School Diploma and six years of experience in continuous improvement, customer experience, or equivalent required

Additional Experience 

• Working knowledge of Claims operations, contact center operations, general insurance, business or financial services industry, customer service and reporting preferred.
• Experience with strategic planning, project management, customer experience and roadmaps preferred.
• Proficiency with electronic business databases, internet technologies, word processing, excel and presentation software required. Periodic travel required.

Physical Requirements