Senior Experience Analyst

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.

This role will be performing as a Product Owner within the Omnichannel Communication Program in the Services Portfolio focusing on self-servicing capabilities and experience for Agents and Customers within ERIE’s Online Accounts, Mobile App, and Agent Exchange.

A Product Owner is the business representative on a delivery team and leads the team in executing the development of a product or service to meet the product vision and achieve customer outcomes. They guide product or service implementations and ensure the team is working on the right priority items to maximize business value. The Product Owner possesses an in-depth knowledge of the goals and desired objectives of the product/service domain and acts as the first authority for decisions regarding priority, business value, and functionality.

• Product Owner experience, knowledge of Agile frameworks and mindset, and iterative and outcome-focused planning abilities are strongly preferred.
• The hiring manager will also consider candidates for Experience Analyst II (F11). Level of position offered will be based upon the depth and breadth of selected candidate's experience and qualifications.

Duties and Responsibilities

• 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 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.

Capabilities

Qualifications

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