Principal AI Customer Experience Analyst

Dir Business Data Analysis - GA06AE

We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.   

We are seeking visionary Principal AI Customer Experience Analyst to join our team and lead our efforts in delivering data driven decisions that will guide The Hartford in designing and delivering exceptional omnichannel experience. In this role, you will play a crucial part in understanding and optimizing the digital experiences of our customers across various channels.

This role can have a Hybrid or Remote work arrangement.  Candidates who live near one of our office locations will have the expectation of working in an office 3 days a week. Candidates who do not live near an office will have a remote work arrangement, with the expectation of coming into an office as business needs arise.

Key Responsibilities:

• Understand Customer Segments & Digital Channels: Develop a deep understanding of our diverse customer segments and the digital channels they utilize (web, mobile, text, chat/chatbot, email, etc.).
• Analyze Customer Journeys: Investigate the complete customer journey, identifying unmet needs and opportunities for enhancing digital channel usage.
• Drive Digital Adoption: Discover insights, trends, patterns and friction points that will enable The Hartford to promote and drive digital engagement, usage and adoption.
• Customers experience data domains and products: Work with the data engineering teams to build comprehensive customer data domains and products to enable 360-degree view on customer experience.
• Democratize Data Access: Facilitate the accessibility of digital/customer data to support other analytic functions and business partners across The Hartford, operating in a matrixed capacity. Advocate for and ensure The Hartford has strong data accuracy and integrity.
• Foster Curiosity & Improvement: Encourage a culture of curiosity and continuous improvement within the team.
• Omni channel Insights: Provide insights related to The Hartford’s digital and connect platforms (web, mobile, text, chat/chatbot, email, calls etc.), which are used by millions of users and represent a significant growth area for the company.
• Synthesize Data to Narrate Customer Stories: Connect insights from various data sets to effectively tell the story of the customer. Develop and maintain dashboards and reports for key stakeholders. Communicate complex digital customer data journey in a clear and concise manner to non-technical stakeholders.
• Leadership: You will be a data leader who will champion the development and enhancement of our robust customer data ecosystem at The Hartford. You will drive a pivotal area to advocate for and enable the build and maturity of the customer domain, integrating data from various systems. You will lead a team of digital and customer analysts, provide technical guidance and mentorship.
• AI Data Analysis: Leverage AI techniques to analyze large datasets, uncover hidden patterns, and provide data-driven recommendations for improving customer experience. Collaborate with Cross-Functional Teams: Work with cross-functional teams to determine and achieve business objectives.

• Stay up to date with industry trends and implement best practices.

Qualifications:

• Bachelor’s degree in computer science, Information Systems, Marketing, or a related field.
• Experience in data analysis, customer insights, web analytics, and digital marketing.
• Proficiency with analytics tools such as Google Analytics, Adobe Analytics, or similar.
• Experience in Data Analysis: Proven experience in analyzing customer data and generating insights.
• Expertise in programming languages like SQL (complex queries) , Python, scala
• Proficient in integrating diverse data sets from multiple platforms to derive valuable insights.
• Data Mappings, Functional Specs, Data Design/ Data Modeling, Data Visualization and Analytics (Tableau, ThoughtSpot), Data Warehousing and Data Analysis (Oracle, SQL, PL/SQL, SCDs) 

• Exposure to Machine Learning: Recommender systems, dimensionality reduction & unsupervised learning, linear methods, tree-based & non-parametric methods.
• Cloud/Big Data: AWS, GCP big query, Spark, Airflow
• Exposure to Statistical Methods: MCMC/Empirical Bayes, A/B & hypothesis testing, experiment design, bandit methods
• Visualization: matplotlib/seaborn, plotly, Tabl
• Strong critical thinking and analytical skills.
• Excellent communication skills to explain complex data to non-technical stakeholders.
• Ability to work collaboratively in a team environment.
• Detail-oriented with a focus on accuracy and data integrity.

Preferred Experience:

• Experience in Customer Experience Roles: Previous experience in a customer experience or related role.
• Familiarity with cloud platforms such as AWS or GCP.
• Experience with big data tools like Spark and Airflow.
• Proficiency in data visualization tools like Tableau or Plotly.
• Knowledge of statistical methods and experiment design.
• Proven track record of driving business growth through data-driven insights.
• Experience with Customer Journey Mapping: Familiarity with creating and maintaining customer journey maps.
• Knowledge of VoC Programs: Experience with Voice of the Customer programs and methodologies.
• Advanced Analytics Skills: Proficiency in advanced analytics techniques and tools.

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Compensation

The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford’s total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is:

$136,560 - $204,840

Equal Opportunity Employer/Females/Minorities/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age

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