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Experience Analyst

Date: Dec 31, 2021

Location: Erie, PA, US, 16530

Company: Erie Insurance

Division or Field Office:

ERIE Experience Division

Department of Position: Engagement & Experience Dept 

Work from:

Corporate Office in Erie, PA

 

At Erie Insurance, you’re not just part of a Fortune 500 company; you’re also a valued member of a diverse and inclusive team that includes more than 5,000 employees and over 2,200 independent agencies.  Our Employees work in the Home Office complex located in Erie, PA, and in our Field Offices that span 12 states and the District of Columbia.  To attract and retain the best talent, we reward our team members with competitive salaries and a very generous benefits package.

 

Position Summary

Provides insight and analysis into business processes, customer journeys, competitive intelligence, benchmarking, channel, campaign, and segment performance; and develops recommendations for optimizing business results. Helps define clear measurable problem statements with process and data analysis designed to deliver high customer and business impact.

Responsible for developing process flow diagrams, user journey maps, dashboards, and measuring performance against goals. Assists Experience Consultant in establishing the highest priorities for customer-focused solutions based on data and estimated impact.

 

  • The Hiring Manager will also consider candidates for Sr. Experience Analyst.  Level of position offered will be based upon the depth and breadth of selected candidate’s experience and qualifications.  

 

  • Candidates with the following skill sets are preferred:
    • Research and analytical skills
    • Ability to problem solve while working in a changing environment
    • Ability to support new strategies

  

Duties and Responsibilities

Research, identify, gather and curate data from multiple sources to provide a complete picture of customer and business challenges.

 

Work directly with other Experience analysts, Experience Consultants and senior management to analyze data and produce tangible insights that guide our roadmap prioritization.

 

Oversee Voice of the Customer and Competitive research activities which provide insights and analysis into customer pain points and roadmap priorities.

 

Ability to evaluate and create As-Is and To-Be process workflows.

 

Collaborate with teams to understand project impacts, touchpoints, issues and risks.

 

Develop ongoing reports and dashboards which help stakeholders understand and evaluate business performance and inform product strategy.

 

Ability to report data in an intuitive format and to present insights in a clear and concise manner.

Duties and Responsibilities (cont'd if applicable)

The first three 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.

Competencies

Values Diversity
Self-Development
Nimble Learning
Collaborates
Customer Focus
Cultivates Innovation
Instills Trust
Optimizes Work Processes
Ensures Accountability
Decision Quality
Information Management Skills
Using Tables And Graphs

Qualifications

Bachelor's degree and two years of analytical, process, or business experience related to the specific business line; or

 

Associates degree and four years of analytical, process, or business experience related to the specific business line; or

 

High school equivalent and six years of analytical, process, or business experience related to the specific business line.

Physical Requirements

Climbing; Rarely
Driving; Occasional (<20%)
Lifting 0-20 lbs; Occasional (<20%)
Lifting 20-50 lbs; Occasional (<20%)
Lifting Over 50 lbs; Rarely
Manual Keying/Data Entry; Frequent (50-80%)
Pushing/Pulling; Rarely


Nearest Major Market: Erie