Customer Experience Program Analyst

SAIF Corporation•Street, MD

About The Position

When it comes to customer experience, SAIF leaves no room for guesswork. Our customers are the reason behind everything we do, whether it’s helping a small business meet their safety goals, providing millions of dollars in dividends over the past decade, or ensuring injured workers get the treatment and benefits they need as quickly as possible. Providing a high-quality customer experience is so important to us; it’s reflected in our mission and the countless hours and resources we’ve invested in getting to know our customers. The most recent investment is a new role: customer experience (CX) program analyst. In this position you will help support SAIF’s Voice of Customer (VoC) program. This will involve gathering customer feedback from multiple sources, analyzing the feedback, and synthesizing it into business insights, dashboards, and recommendations that make a real difference for workers, policyholders, providers, and partners across Oregon. Your goal will be to truly understand and advocate for those we serve by collecting data and partnering with the CX team and each division to turn those insights into action. To succeed in this role, you’ll need to demonstrate an ability to maintain system integrity and support department projects. You’ll join the ranks of a blossoming and collaborative CX team that is already working to amplify the voice of our customers. Want to help remove the guesswork of customer experience? We encourage you to apply.

Requirements

Five years’ experience demonstrating ability to maintain system integrity, support department projects, and provide administrative support to a manager or department.
An associate’s degree in business administration or a related field.

Responsibilities

Operationalize and manage the enterprise Voice of the Customer program, including survey planning and administration, sampling methodology, response monitoring, data validation, taxonomy development, and governance to ensure consistent, high-quality customer feedback across channels.
Design, build, maintain, and deliver executive-level analytics and dashboards—including friction monitoring, recommendation tracking, and benefits realization—to communicate customer insights, program performance, and ROI.
Produce ad hoc, scheduled, and specialized analytical reports; ensure accuracy, timeliness, and clarity of data, visualizations, and reporting outputs.
Coordinate research request intake process; manage research brief documentation, prioritization, and stakeholder alignment.
Integrate and analyze customer feedback from multiple sources to identify themes, trends, and severity patterns, translating insights into actionable opportunities for customer experience improvement.
Support planning and readiness for customer research studies; ensure appropriate participant recruitment, study logistics, and data collection protocols.
Serve as a cross-functional liaison and customer experience resource, coordinating stakeholders, teams, and external partners to align initiatives, share insights, and advance enterprise CX priorities.
Model and advocate for a continuous improvement mindset; promote customer-centric thinking in policy, process, and service design decisions.
Design and maintain multiple SharePoint sites and collaboration spaces; incorporate input from subject matter experts and supported teams to ensure usability and accessibility.
Enter and manage data in a variety of internal and external computer systems; develop processes to ensure data integrity and system accuracy.
Provide technical support and training to internal and external end-users to facilitate effective use of customer experience tools and systems.
Support enterprise projects by ensuring pending details are addressed, coordinating project team activities, resolving issues, and ensuring deadlines are met.
Perform a variety of administrative tasks including preparing expense reports, tracking continuing education and professional development, and completing quarterly updates and reporting.
Design and create presentation materials, including PowerPoint presentations and visual analytics, to communicate findings to diverse audiences.
Explore diverse perspectives and consistently behave sensitively toward differences in cultural norms, expectations, and ways of communicating; work effectively with others who have different perspectives, backgrounds, and/or work styles.