Experience Consultant (1) / Senior Experience Analyst (1)

Position Summary

Leads complex insight and analysis efforts into business processes, sponsor delegate and voice/vision/strategy for experience, customer journeys, 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. Perform duties in one or more of the following disciplines: Business Intelligence, Customer Centric Design, User Experience, Lean Six Sigma and moderate to high complexity Project Management.

• Please Note: We are only considering US workers for this position. We are unable to offer this position to individuals who will require current or future immigration sponsorship for employment. 
• There are two (2) positions available: Experience Consultant (1) and Senior Experience Analyst (1). The level of position offered will be based on depth and breadth of selected candidates' experience and qualifications.
• The positions are based out of our Corporate Office in Erie, PA.
• The selected candidates will support the Portfolio Discovery team and be responsible for related opportunity assessments.

Duties and Responsibilities

Experience Consultant:

• May lead execution of initiatives including strategy development, and have decision making authority to drive channel, campaign, and segment performance to meet goals.
• Analyzes the most complex and critical business problems to attain solutions for respective programs.
• Maintains a strong understanding of strategy and provides links to measurable outcomes ensuring resource and strategic alignment across portfolios and timely execution of deliverables.
• Drives collaboration as a change agent and influencer across teams toward actionable outcomes in alignment with strategy.
• Regularly develops and facilitates presentations and workshops for key stakeholders and business leaders.
• Analyzes business practices, industry standards, constituent insights and data sets to drive goal attainment.
• Develops actionable and appropriate people, process, and technology improvement recommendations.
• Creates, defines, and tracks key baseline metrics to measure progress of engagements for benefits realization management,
• Helps define clear measurable problem statements with process and data analysis. 
• Mentors and helps grow the skills of less experienced team members.
• Actively matures discipline based on industry and internal best practices.

Senior Experience Analyst:

• Leads and drives generative and evaluative research planning.
• Conducts research, generates comparisons, draws conclusions, makes recommendations and validates solutions to effect transformational change.
• Assists in developing strategy to operationalize our company-wide objectives and implements processes and to achieve those goals.
• Monitors project health and recommends schedule changes, cost adjustments and resource allocations to ensure optimal project performance.
• Regularly develops and facilitates presentations and workshops for key stakeholders and business leaders.
• Participates in the execution and implementation of solutions.
• Ensures actions are aligned to enterprise strategies; provides insight to assist in business or technical direction.
• Mentors and helps grow the skills of other Experience analyst on the team.
• Serves as a discipline lead and participates in steering committees.

The first four duties listed for each position 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 clear.

Capabilities

Qualifications

Experience Consultant:

      Minimum Educational and Experience Requirements 

• Bachelor's degree and six years’ experience in process improvement, business analysis, business management, strategic planning, strategy consulting or related field; or
• Associates degree and eight years’ experience in process improvement, business analysis, business management, strategic planning, strategy consulting or related field; or
• High School Diploma and ten years’ experience in process improvement, business analysis, business management, strategic planning, strategy consulting or related field required

     Additional Experience 

• Proficiency with word processing, spreadsheet, database, collaboration, and presentation software required.
• Thorough understanding of strategic and operational planning concepts required.
• Knowledge of lean practices, continuous improvement and project management preferred. 
• Experience with Agile development (Scrum, Kanban, LEAN, etc.) within an agile project team preferred.
• Knowledge of Change Management techniques, preferred. 
• Experience in insurance operations, claims, sales, billing, data or underwriting, preferred.

     Designations and/or Licenses 

• Lean Six Sigma/Green Belt or higher designation, preferred.

Senior Experience Analyst:

     Minimum Educational and Experience Requirements

• Bachelor's degree and four years of process improvement, business analysis, business management, strategic planning, strategy consulting or related field; or 
• Associates degree and six years of process improvement, business analysis, business management, strategic planning, strategy consulting or related field; or 
• High school equivalent and eight years of process improvement, business analysis, business management, strategic planning, strategy consulting or related field required

     Additional Experience 

• Strong analytical, communication, and problem solving skills required. 
• A deep understanding of relevant content knowledge, and an ability to set-up and facilitate workshops and meetings with all levels of the organization required. 
• Working knowledge of database, spreadsheet, presentation software, and data retrieval methods required. 
• Experience utilizing reporting software and reporting tools preferred.

     Designations and/or Licenses 

• A general business process improvement designation or certification such as Lean Six Sigma or Business Process Management (BPM) preferred.

Physical Requirements