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Experience Analyst

Date: Apr 27, 2022

Location: Erie, PA, US, 16503

Company: Erie Insurance

Division or Field Office:

ERIE Experience Division

Department of Position: Experience Billing & Pymt Dept 

Work from:

Erie Home Office


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


Leads complex insight and analysis efforts into business processes, sponsor delegate and voice/vision/strategy for experience, 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. May also lead the creation, prioritization, management and execution of the experience backlog, collaborates with business teams, developers, and User Experience designers to deliver a clear vision of the end experience and its goals

Responsible for deep customer knowledge, customer feedback, competitive analysis, and business metrics to define and prioritize the highest impact problems and solutions, user journey maps, and measuring performance against goals. Drives and articulates product value through the agile methodologies, including project prioritization, planning, backlog refinement, and demos and retrospectives as well establish the highest priorities for customer-focused solutions based on data and estimated impact.



  • The Hiring Manager will also consider candidates for 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, analysis and execution skills
    • Ability to problem solve while working in a changing environment
    • Ability to support new strategies
    • Ability to apply continuous improvement mindset
    • Ability to interact with varying levels of stakeholders / constituents and provide experience lens

Duties and Responsibilities

May own and assist in the Experience project scope, business problem, and business KPIs and ensures they take into account audience research, business and customer data, and a strong understanding of customer pain points.


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.


Assist in developing experience strategy to operationalize our company-wide objectives and implement processes and to achieve those goals.


Mentor and help grow the skills of other Experience analyst on the team.


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


Identifies and develops a culture of innovations and feature enhancements to create products that solve customer pain points and drive business results.


Collaborates with the Project Manager to ensure transparent and open communications to the Project Sponsor and all Stakeholders about project status and issues.


Own key reports, KPIs, and dashboards, which help stakeholders understand and evaluate business performance and inform product strategy.

Duties and Responsibilities (cont'd if applicable)

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.


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.


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


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


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

High school equivalent and nine 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