The Customer Experience Analyst is responsible for analyzing internal and external customer data. The CX Analyst will support and assist management and the division through gathering key data elements and assist with research and planning.
Responsibilities:
- Compile and prepare key data elements including Effort Score, NPS, aNPS, CSAT, tone, and operational metrics relative to process and product.
- Collaborate with management to develop and propose business solutions to identify opportunities.
- Gather data and support benchmarking, Key Performance Indicators (KPI's) and business plans research initiatives.
- Assist project team in ROI and value proposition data analysis.
- Monitor and maintain surveys and dashboards.
- Support survey execution through call lists and survey creation and management.
- Provide data context explanations.
- Assist in data query and gathering through existing queries.
- Update operations procedures.
- Update data dictionaries relative to research and analysis.
- Conduct and/or participate in meetings as required to facilitate communication.
- Attend meetings and seminars.
- Be available to work additional hours, as the business need dictates.
- Continue education and learning of analytical processes, methodology and outcomes, and customer experience.
- Other duties as assigned.
Requirements:
- High School Diploma
- Experience commensurate with an associate degree in mathematics, computer science, business administration, economics, or related field
- Data management, reporting or project planning
Qualifications/Skills:
- Proficient computer skills including MS Office Excel.
- Familiarity with database systems (data structure/warehouse, data manipulation/coding) including MS Access, AQT, SAS, and Business Objects.
- Able to effectively execute according to established processes.
- Creative and innovative problem solver.
- Good attention to detail, organization, and prioritization skills.
- Critical thinking.
- Ability to draw conclusions from large amounts of data.
- Clear, well-defined written communication,
- Fair oral communication with the ability to listen and respond.
- Ability and desire to learn new concepts, processes, and applications.
- Ability to work independently or as part of a team.
Market range 6/ Hours: 37.5
Salary Range: $45,446-$70,694
Accepting applications through: 5/11/2026
Qualifications Behaviors Preferred Thought Provoking: Capable of making others think deeply on a subject Team Player: Works well as a member of a group Loyal: Shows firm and constant support to a cause Leader: Inspires teammates to follow them Innovative: Consistently introduces new ideas and demonstrates original thinking Functional Expert: Considered a thought leader on a subject Enthusiastic: Shows intense and eager enjoyment and interest Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well Dedicated: Devoted to a task or purpose with loyalty or integrity Equal Opportunity EmployerThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
What We Do
NYCM Insurance is a property and casualty insurance carrier that has been providing coverage to residents and businesses in New York since 1899. With a team of over 975 employees, and a network of over 1,400 independent agents, NYCM is dedicated to providing superior service and a quality customer experience. Our story began in Edmeston, NY – a tiny rural town known for its agricultural community – when one farmer lost everything in a fire. Realizing that the town needed to be better prepared for the future, 27 businessmen and residents came together to pool money and protect one another from fires and lightning, officially establishing the New York Central Mutual Fire Insurance Company under founder VanNess D. Robinson in 1899. We are a family founded and run company and believe in staying true to our small-town roots. Over 120 years later, we’re still operating in our original town of Edmeston, NY and have expanded to include three additional offices in Sherburne, Orchard Park and Canajoharie, further investing ourselves in New York State and our local communities. We are also highly invested in our 900+ employees. We know that our best work comes from an inspired internal culture and our drive to succeed as a team. Between our employee base and a network of over 1,200 independent agents, NYCM Insurance is proud to service over 525,000 insureds. Our insurance lines include Home, Auto, Umbrella, Commercial and more. NYCM Insurance is proud to work with various partners to offer additional types of coverage for many areas of your life including special events, motorcycles, off-road vehicles, bicycles, yachts, collector cars and more. These partnerships help us ensure that you and yours are always protected no matter what life throws at you. At the end of the day, our reason for doing business is the same as it was 120 years ago. We believe in providing genuine care; so that we can all have hope for a better tomorrow and the courage to persevere.
