Customer Experience Analyst - Bala-Cynwyd, United States - Philadelphia Insurance Companies

Philadelphia Insurance Companies

Verified Company

Bala-Cynwyd, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Marketing Statement

Philadelphia Insurance Companies, a member of the Tokio Marine Group, designs, markets and underwrites commercial property/casualty and professional liability insurance products for select industries.

We have been in operation since 1962 and are nationally recognized as a member of Ward's Top 50 and rated A++ by A.M.Best.

Duties
We are looking for a Customer Experience Analyst (Bala Cynwyd, PA) to join our team

Summary

Analyzes complex processes, products, and systems in order to deliver solutions to improve efficiency, reduce cost, and support growth. Liaises with business units towards those goals.

A typical day will include the following:

Supports the strategic design, implementation and optimization of the customer experience programs and initiatives.
Research best practices and methods to collect data and feedback.
Gather and organize customer data to identify pain points and areas of improvement.
Create dashboards, reports and visualizations to analyze metrics and develop insights from various sources.
Collaborates with crossfunctional teams to deliver and support end to end Customer Experience goals.
Ability to interpret customer feedback and put changes in motion to increase customer satisfaction.
Assess complex business processes, products, and systems for inefficiencies or improvement opportunities.
Assess cost, benefit, and feasibility of potential solutions.
Design and implement methods to validate new processes, products, and systems are operationally sound & effective to achieve desired business goals
Customer feedback programs will be a key component to interpret customer feedback and increasing customer satisfaction. Background knowledge of these programs is strongly preferred.
Efficient in all Microsoft business programs.

Qualifications

Qualifications:

Minimum
5 years' related experience; an equivalent combination of education and work experience may be substitute.

EEO Statement
Tokio Marine Group of Companies (including, but not limited to the Philadelphia Insurance Companies, Tokio Marine America, Inc., TMNA Services, LLC, TM Claims Service, Inc. and First Insurance Company of Hawaii, Ltd.) is an Equal Opportunity Employer.

In order to remain competitive we must attract, develop, motivate, and retain the most qualified employees regardless of age, color, race, religion, gender, disability, national or ethnic origin, family circumstances, life experiences, marital status, military status, sexual orientation and/or any other status protected by law.

**Benefits