Product Analyst II - Agent Experience

Mercury Insurance Services, LLC

104d • $74,955 - $138,744

About The Position

We are seeking a dynamic and detail-oriented Product Analyst II - Agent Experience to join our team. This role will be critical in understanding the behaviors, needs, and satisfaction of independent insurance agents, as well as improving the systems and processes they rely on throughout the quoting and purchasing journey. You will be responsible for generating actionable Voice of Customer (VOC) insights and ensuring they are used to improve both the agent experience and business outcomes. The ideal candidate for this role is a feedback detective and data storyteller who can uncover hidden trends and root causes within large quantitative and qualitative datasets, and visualize them to create logical, compelling narratives and recommendations that inspire change. You are a collaboration enthusiast who thrives on influencing others to take your experience improvement ideas and run with them. You will be equally comfortable running multivariable regressions and interpreting their outputs in a clear, actionable way for business stakeholders to act on.

Requirements

• Bachelor’s degree required – preferred in business or related field of study (e.g. Math, Economics, Data Science, Statistics).
• 3+ years of experience in Experience Management (XM), CX insights, data analysis, or product development.
• Excellent written and verbal communication skills.
• Demonstrated excellent data analytical and problem-solving skills.
• Experience with applying statistical models to solve business challenges.
• Proficient in Microsoft Office Suite, particularly Excel and PowerPoint.
• Proven history of taking initiative and driving projects to completion.

Nice To Haves

• Master’s degree preferred.
• CCXP qualification.
• Experience in P&C industry and/or CX roles.
• Experience working with Customer Feedback Management platforms such as Forsta, Qualtrics, Medallia, or InMoment to collect and analyze feedback.
• Proficient in SQL, predictive analytics insights (SAS), and statistical software (R, Stata).
• Experience with data visualization tools (Tableau, Power BI).
• Use of applied data science techniques.

Responsibilities

• Develop, maintain, and improve Voice of Customer (VOC) dashboards to provide actionable insights on agent satisfaction, agent experience drivers, and key performance indicators (KPIs).
• Measure the impact of independent agent satisfaction on business performance by connecting sentiment, behavior, and outcomes.
• Analyze agent behavior to understand factors that drive propensity to bind policies and prioritize the most impactful agent needs.
• Identify, investigate, and diagnose pain points impacting independent agents.
• Work closely with stakeholders to build business cases and ensure insights become impactful actions.
• Track and report on independent agent experience performance metrics, identifying areas of concern and opportunities for improvement.
• Collect, analyze, and interpret feedback from various Voice of Agent feedback channels.
• Design innovative feedback collection instruments to unlock hidden insights and enhancements.
• Conduct ad hoc analyses on KPI performance providing insights into bottlenecks and opportunities for growth.
• Conduct user acceptance testing (UAT) on product enhancements as needed.

Benefits

• Competitive compensation.
• Flexibility to work from anywhere in the United States for most positions.
• Paid time off (vacation time, sick time, paid Company holidays, volunteer hours).
• Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus).
• Medical, dental, vision, life, and pet insurance.
• 401 (k) retirement savings plan with company match.
• Engaging work environment.
• Promotional opportunities.
• Education assistance.
• Professional and personal development opportunities.
• Company recognition program.
• Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees