Customer Satisfaction Consultant
About The Position
Leads the development, communication, and implementation of Customer Satisfaction and Integration strategic programs to optimize ERIE’s customer centric mindset and capabilities. Assists and advises key stakeholders to ensure the successful execution of divisional and enterprise initiatives. Assists in defining measurable problem statements with process and data analysis designed to deliver high customer and business impact. Leads or facilitates change management and/or business support for technology platforms.The ideal candidate will be a strong problem solver who can turn strategy into action and manage complex projects from beginning to end. They will effectively lead change, influence key stakeholders, and communicate clearly and confidently with leadership across the enterprise.
Requirements
- Bachelor's degree and six years’ experience in analytics, continuous improvement, customer experience, or equivalent required; or Associate’s degree and eight years’ experience in analytics, continuous improvement, customer experience, or equivalent required; or High School Diploma and ten years’ experience in analytics, continuous improvement, customer experience, or equivalent required
- Strong knowledge of division functions and technology platforms required.
- Strong knowledge of insurance operations required.
- Strong knowledge of spreadsheet, database and word processing software required.
Nice To Haves
- Degrees Preferred: Business, Analytics, or Information Technology.
Responsibilities
- Supports and participates directly in Customer Satisfaction and Integration initiative development, as the technical and business subject matter expert to project teams as they address issues, manage scope, mitigate risk, resolve resource contentions, and control budgets.
- Manages complex strategic initiatives to include the end-to-end process for Customer Satisfaction related initiatives.
- Identifies opportunities to transform program and business processes.
- Recommends effective, efficient solutions, identifies cost savings to maximize value.
- Implements critical change management initiatives on behalf of department and division management.
- Champions and monitors progress towards strategic planning goals and decisions made by management.
- Socializes ideas to key stakeholders, Makes presentations to senior and executive leadership.
- Consults, mentors and coaches project managers and other subject matter experts as needed to ensure success.
Benefits
- Premier health, prescription, dental, and vision benefits for you and your dependents.
- Coverage begins your first day of work.
- Low contributions to medical and prescription premiums.
- We currently pay up to 97% of employees’ monthly premium costs.
- Pension.
- Full-time employees are vested after five years of services.
- 401(k) with up to 4% contribution match.
- The 401(k) is offered in addition to the pension.
- Paid time off.
- Paid vacation, personal days, sick days, bereavement days and parental leave.
- Career development.
- Tuition reimbursement program for higher education and industry designations.
- Company-paid basic life insurance
- Short- and long-term disability insurance
- Orthodontic coverage for children and adults
- Adoption assistance
- Fertility and infertility coverage
- Well-being programs
- Paid volunteer hours for service to your community
- Dollar-for-dollar matching of your charitable gifts each year.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
