Senior Customer Satisfaction Analyst (Social Media)

Date: May 21, 2020

Division or Field Office:

Office Of The President

Department of Position: Clms & Cus Srv Stgy & Prg Mgmt 

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

Under minimal supervision, is 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.


This position will support continued growth and maturing of social media tools. This role will focus on essential analytics to support business decisions and reporting to all levels of the organization. This role will provide experience and industry knowledge to enhance ERIE's social care of current and potential customers.

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.


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.


Applies analysis, customer feedback, and web design techniques to develop and improve websites for customers.


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.


Assists leader with strategic planning, project management and roadmaps.


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.


Develops reporting 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.


Uses and establishes departmental processes for cultivating, analyzing and acting on customer feedback to drive an exceptional customer experience and effectively respond to customer needs.


Communicates 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.


Conducts training and mentoring of less experienced analysts.


Duties and Responsibilities (cont'd if applicable)

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.

Ability To Learn And Follow Procedures
Ability To Maintain Composure
Ability to Manage Complexity
Decision Making
Developing And Maintaining Relationships
Information Management Skills
Interpersonal Communication
Job-Specific Knowledge
Planning And Organizing
Problem Analysis
Service Orientation
Time Management

Bachelor’s degree in business, analytics or information science and five years of experience in continuous improvement, customer experience, or equivalent required; or


Associate’s degree in business, analytics or information science and seven years of experience in continuous improvement, customer experience, or equivalent required; or


High School Diploma and nine years of experience in continuous improvement, customer experience, or equivalent required


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

Nearest Major Market: Erie

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