Customer Experience Analyst II (User)

Encova Insurance•Columbus, OH

17d•$69,152 - $123,921•Hybrid

About The Position

The Customer Experience Analyst II drives enterprise-wide experience improvements through customer, competitor, and industry research, transforming insights into actionable, customer-centered solutions. This role partners across the organization to analyze feedback, map journeys, and apply design thinking and experience design practices to create intuitive experiences—ensuring the customer perspective is embedded in all decisions, designs, and system enhancements. The job description posted is for the Customer Experience Analyst II; however, we are open to hiring at the Customer Experience Analyst III level depending on candidate qualifications. The compensation range shown is inclusive of both job profiles and seniority. This is a hybrid role with days in office each week from our Columbus, Ohio corporate office and you must reside in the Columbus area.

Requirements

Having the ability to view our business from the customer perspective.
They should have good listening skills and be empathic to the customers perspective.
Excellent communication, collaboration and adaptability are essential to the successfulness of this role.
At least four years of information technology or previous insurance experience is desired.
Prefer college graduate with major in insurance, English, business administration, customer experience, user experience design or an information technology related field.
The individual must demonstrate a strong working knowledge of information technology and the insurance business.
Individual should have capability to use a logical approach to problems and ability to meet specified deadlines on assigned projects.

Nice To Haves

Completion of LSSBB, CIOP, MCMC and NN/g UX or comparable certifications preferred.

Responsibilities

Provide enterprise-wide solutions by analyzing, evaluating, designing, leading, and making change recommendations to processes, workflows, and systems.
Leveraging user feedback, industry knowledge and innovation to enhance the customer experience.
Ensure that the customer and the impact on the customer is embedded in all decisions, designs and conversations.
Demonstrate continued knowledge growth of analysis and design skills, assigned applications and customer areas (internal and external). Plus, the ability to knowledge share with others.
Work with all stakeholders (agents, policyholders, associates) to define and document business issues and user pain points.
Analyze the issues identified, determine impacted parties, conduct, and make recommendations on possible solution alternatives with minimal supervision.
Document proposed changes with appropriate tools.
Translate concepts into wireframes and mockups that lead to intuitive user experiences.
Develop use cases to be utilized as basis for test plans to verify changes under minimal supervision.
Participate in the testing of changes with other analysts and stakeholders.
Establish and maintain positive relationships with stakeholders across the organization to analyze and solve problems focusing on the customer experience as the central driver.
Collaborate with other assigned resources on translation of business requirements into technical solutions.
Co-create new experiences with customers.
Review proposed solutions and timelines with product owner and other stakeholders.
Lead demos and communicate enhancements to the appropriate business areas.
Provide support to questions, incidents, changes, and problems related to applications and services the experience team supports.
Collaborate with vendors and 3rd party ensure quality deliverables.
General knowledge of integrations and architectural infrastructure.
Identify ideal customer profiles and map customer journeys to recognize the gaps in customer experience across all touchpoints for all kinds of customer interactions, transactions, and engagements.
Ability to receive, analyze and respond to feedback that enhances the user experience.
Maintain and continue development of information technology concepts and fundamentals.
Apply current division and department standards.
Must be available for on-call production problem resolution as determined within each team.
Perform other duties as assigned.