Customer Experience Analyst Senior

The salary range for this job posting is $86,744.00 - $138,790.00 annually + bonus + benefits. Pay Type: Salary

The above represents the full salary range for this job requisition. Ultimately, in determining your pay and job title, we'll consider your location, education, experience, and other job-related factors, and will fall within the stated range. Your recruiter can share more information about the specific salary range during the hiring process.

Encova Insurance is looking for a skilled Senior Customer Experience Analyst to join our team at our corporate office in Columbus, Ohio. In this role, you’ll drive user experience design initiatives, utilizing Figma to create intuitive and impactful solutions. After an initial onboarding period, you'll enjoy the flexibility of a hybrid work schedule, with in-office collaboration as needed for projects and meetings.

Are you a Referral?

If you know a current Encova Insurance associate and would like to apply as a referral, please encourage them to submit your referral information before you submit your application. You will receive an email with a direct URL link to the Job Posting of interest. Applying through this URL link will create your referral relationship for our Talent Acquisition Team.

Unique residence requirements are listed in each job posting, please review closely for details.

Encova is only able to employ associates who reside and work within specific U.S. states. Our current policies are based on the laws in states in which we are registered for payroll. Our current footprint includes:

Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nebraska, New Hampshire, New Jersey, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, West Virginia, Wisconsin.

JOB OBJECTIVE:

Provide enterprise-wide solutions by analyzing, evaluating, designing, leading, and making change recommendations to processes, workflows, and systems. Leveraging user feedback, industry knowledge and innovation to enhance customer experience. Ensure that the customer and the impact on the customer is embedded in all decisions, designs and conversations.

ESSENTIAL FUNCTIONS: 

• Demonstrate continued knowledge growth of analysis and design skills, assigned applications and customer areas (internal and external). Plus, ability to share knowledge with others.
• Work with all stakeholders (agents, policyholders, associates) to define and document business issues and user pain points.  
• Analyze the issues identified, determine impacted parties, conduct, and make recommendations on possible solution alternatives.
• Document proposed changes with appropriate tools.
• Translate concepts into wireframes and mockups that lead to intuitive user experiences.
• Establish and maintain positive relationships with stakeholders across the organization to analyze and solve problems focusing on the customer experience as the central driver.
• Collaborate with other assigned resources on translation of business requirements into technical solutions.
• Co-create new experiences with customers.
• Review proposed solutions and timelines with product owner and other stakeholders.
• Lead demos and communicate enhancements to the appropriate business areas.
• Provide support to questions, incidents, changes, and problems related to applications and services the experience team supports.
• Owner or SME for enterprise program, project, product, or business application.
• Ability to transition SME knowledge to others through leadership and training.
• Collaborate with vendors and 3rd party partners to ensure quality deliverables.
• Expert level knowledge of integrations and architectural infrastructure.
• Develop strategies to achieve the desired and intended customer experience while adhering to the strategic direction of the enterprise.
• Educate the rest of the organization about the customer and the customer experience.
• Be the champion for the customer in every interaction.

OTHER FUNCTIONS: 

• Identify ideal customer profiles and map customer journeys to recognize the gaps in customer experience across all touchpoints for all kinds of customer interactions, transactions, and engagements.
• Ability to receive, analyze and respond to feedback that enhances the user experience.
• Maintain and continue development of information technology concepts and fundamentals.
• Apply current division and department standards.
• Must be available for on-call production problem resolution as determined within each team.
• Perform other duties as assigned.

KNOWLEDGE. SKILLS AND EXPERIENCE:

• Associates in this position must meet the requirements of a Customer Experience Enterprise Analyst III. 
• Having the ability to view our business from the customer perspective.
• They should have superb listening skills and be empathic to the customer’s perspective.
• Excellent communication, collaboration and adaptability are essential to the success of this role.
• At least ten years of customer experience analysis, user experience design, information technology or previous insurance experience is required.
• Prefer college graduate with major in insurance, English, business administration, customer experience, user experience design or an information technology related field.
• The individual must demonstrate an expert level working knowledge of information technology and the insurance business.
• Individual should have the capability to use a logical approach to problems and ability to meet specified deadlines on assigned projects.

This position has been evaluated in accordance with the Americans with Disabilities Act.  Encova Insurance makes every effort to reasonably accommodate disabilities to permit performance of the essential functions and candidates who need such accommodation are encouraged to seek it.  This description reflects the nature and level of work performed by associates in this position.  It is not an all-inclusive inventory of duties, responsibilities and qualifications required.  It provides an accurate overview of the work and skills needed to perform this position.  Because job content may change from time to time, Encova Insurance reserves the right to add and/or delete functions from this job as it deems necessary for business reasons.

Ready to join our team?
At Encova Insurance, we firmly believe that our associates drive our company’s success by delivering unrivaled service to our customers. With success in mind, we make an ongoing effort to provide an environment that offers challenging, stimulating and financially rewarding opportunities.
Join us to discover a work experience where your diverse ideas will be met with enthusiasm – where you can learn and grow to your fullest potential.

What you can expect from us
Join our family of industry leaders, and let us reward you with a competitive salary, bonus and benefits package that includes but is not limited to: a 401(k), wellness programs, bonus incentive plans and flexible schedules, with an early close of the office every Friday. Additionally, Encova aspires to be an outstanding corporate citizen in all the markets we serve; we encourage and support associate participation in community initiatives through our foundations.
Encova Insurance is an EOE/E-Verify employer.