FBS-Digital Customer Experience Analyst

Capgemini

2d•Hybrid

About The Position

We are looking for a Digital Customer Experience Analyst to support the ongoing performance, maintenance, and optimization of Specialty digital assets. This role serves as a key connection point between the business and IT teams, helping ensure digital platforms remain stable, user-friendly, and aligned with business needs. The ideal candidate will provide production support, troubleshoot digital issues, support testing activities, monitor system performance, and contribute to a positive website experience for agents and users. This position requires strong analytical skills, attention to detail, and the ability to translate business challenges into actionable technology solutions.

Requirements

1 to 3 years of experience in a related field preferred.
Experience with digital customer experience, production support, business applications, or website support is preferred.
Advanced English proficiency required.
High school diploma or equivalent required.
Bachelor’s degree preferred.
Experience in insurance, underwriting, Specialty Lines, Farmers, Foremost Specialty, or related business areas is preferred.
Strong PC and browser knowledge at an intermediate level.
Basic proficiency with Microsoft Office Suite.
Basic experience with system monitoring tools preferred.
Ability to troubleshoot technical issues and communicate effectively with business and IT stakeholders.
Strong analytical, documentation, and problem-solving skills.
Attention to detail and ability to support testing, quality assurance, and release readiness activities.
Insurance industry knowledge is a plus.

Responsibilities

Monitor and support Specialty digital platforms to ensure stability and high performance.
Troubleshoot browser, authentication, and website-related issues.
Act as a liaison between business stakeholders and IT teams.
Analyze business needs and help identify technology solutions.
Support testing activities and validate system releases.
Track and report on digital platform performance.
Create and maintain documentation, training materials, and process documentation.
Ensure compliance with quality assurance standards and procedures.