Senior CCS Analyst

GEICO•Fredericksburg, VA

About The Position

At GEICO, we offer a rewarding career where your ambitions are met with endless possibilities. Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive through relentless innovation to exceed our customers’ expectations while making a real impact for our company through our shared purpose. When you join our company, we want you to feel valued, supported and proud to work here. That’s why we offer The GEICO Pledge: Great Company, Great Culture, Great Rewards and Great Careers. About GEICO The Government Employees Insurance Company (GEICO) is a private American auto insurance company with headquarters in Chevy Chase, Maryland. GEICO is a wholly owned subsidiary of Berkshire Hathaway and is the third largest auto insurer in the United States. In 2023, GEICO earned premiums worth over $40 billion U.S. dollars. GEICO is seeking an accomplished, customer-obsessed, and results-oriented Senior CCS Analyst to drive our omni-channel contact center initiatives. This role will lead the development and implementation of advanced contact center solutions, focusing on intelligent routing. The ideal candidate will combine deep insurance contact center expertise with strong technical acumen in Amazon Connect. Job Summary: As a Senior CCS Analyst, you will play a key role in shaping the evolution of GEICO's contact center capabilities and customer experience strategy. You will be responsible for leading technical product strategies, driving the development and execution of product roadmaps, and ensuring that our solutions meet the needs of both our customers and business stakeholders while driving operational efficiency. You will collaborate closely with cross-functional teams, including engineering, operations, data analytics, AI, product, and business leaders to deliver high-impact solutions that drive business growth and customer satisfaction. The ideal candidate will combine deep insurance contact center expertise with strong technical acumen, demonstrating the ability to drive innovation while maintaining operational excellence across complex enterprise environments. You must be comfortable influencing at all levels of the organization.

Requirements

2+ years of experience in product or program management, or similar role, with demonstrated success delivering enterprise-scale contact center solutions
Deep understanding of contact center operations, technologies, and key performance metrics
Proven experience with cloud-based contact center platforms and related technologies
Strong analytical and problem-solving abilities with a data-driven approach to decision-making (PowerBI, SQL, Snowflake, Splunk, Cloudwatch, Titan)
Experience with agile development methodologies and related tools (Azure DevOps)
Experience with UI/UX design and tools (Figma, Visio)
Excellent communication and presentation skills, with ability to influence at all levels of the organization
Understanding of contact center security, compliance, and regulatory requirements

Nice To Haves

Bachelor’s degree in Computer Science, Business Administration, Mathematics or related field
Direct experience with Amazon Connect platform
Experience in the insurance industry
Experience with omnichannel contact center solutions (voice, chat, email, Tasks, SMS, IVR)
Knowledge of contact center analytics and reporting tools
Certifications (PMP, Amazon Cloud Practitioner, Amazon Connect Communications Specialist, CSPO)

Responsibilities

Strategic Cross Functional Partnership: Forge strong relationships with cross-functional teams to ensure our omni-channel routing solutions are aligned with GEICO's strategic objectives.
Innovation and Collaboration: Collaborate extensively with engineering teams, product, and business units to innovate and enhance the contact center experience for associates and customers, utilizing the Amazon Connect platform.
Performance Measurement and Optimization: Implement and monitor OKRs and KPIs to measure the effectiveness of the omni-channel routing platform and drive continuous improvement in delivering customer service.
Product Lifecycle Management: Lead the full lifecycle of the omni-channel routing products by LOB, from concept through implementation, partnering with business and engineering to develop requirements and roadmap prioritization.
Customer-Centric Approach : Understand customer/business needs and market trends, gathering feedback to drive proactive product improvements and innovations. Understands business strategies and visions and incorporates into routing design requirements.
Data-Driven Decision-Making: Utilize data analytics to inform decision-making, generate operational business insights, and ensure alignment with business goals and customer needs.

Benefits

We offer compensation and benefits built to enhance your physical well-being, mental and emotional health and financial future.
Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your family’s overall well-being.
Financial benefits including market-competitive compensation; a 401K savings plan vested from day one that offers a 6% match; performance and recognition-based incentives; and tuition assistance.
Access to additional benefits like mental healthcare as well as fertility and adoption assistance.
Supports flexibility- We provide workplace flexibility as well as our GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year.

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