Customer Experience Data Analyst

Role Overview: 

Chubb Benefits is looking for a Customer Experience (CX) Data Analyst to be an integral part of CX Transformation. In this role, you'll leverage your keen analytical skills, curiosity, and ability to identify both impact drivers and data patterns, connecting the data itself to business objectives in a meaningful way. These insights will directly influence how we engage with and support our customers, brokers, and agents each day. We want to tap into your passion for data and your ability to connect and synthesize it to provide insight into business operations. With us, you’ll have the opportunity to translate complex data analytics into actionable insights that business leaders leverage to support and grow our customer experience.  Our mission is to build a culture of customer-centric, digital-first transformation.

In this role, you will:

• Develop an understanding of business objectives, risks, issues, and opportunities to ensure research efforts are supportive of business decision-making and are actionable by executive leadership

• Conduct regular deep dives of customer feedback within the claims, customer service, and operations teams to capture the trends and sentiments while building a robust Customer Experience (CX) Analytics plan that helps to align stakeholders on the customer and business goals that matter most

• Ensure actionability of insights through cross-functional collaboration

• Become an expert user of Chubb’s CX Management Platform, help enhance the reporting dashboards, combining structured and unstructured data (including, enhancing text analytics coverage) utilizing driver analysis

• Connect customer experience metrics with Chubb Benefits operational and business outcome metrics and datasets to enable deeper understanding of behaviors and drivers

• Support the customer experience improvement vision by analyzing multiple sources of CX data, including benchmarks, targets demographics and internal operational data to drive actionable, data-driven recommendations that address consumer needs and strategic priorities

• Craft insight-driven stories and proactively share visually inspiring reports and dashboards across the organization 

• Ensure survey research studies measure and report on actionable metrics and insights yielded using the highest methodological and scientific standards for design, assessment, quality control, and analysis

Preferred Qualifications: 

• Bachelor’s Degree in Data Science, Statistics, Business Analytics, Market Research, or a related field 

• Minimum of 5 years of experience in advanced analytics, insight generation, or market research, preferably in a geographically dispersed and matrixed organization. Ideal if in the finance and/or insurance space

• Proficient in the analysis of both quantitative and qualitative research methodologies

• Proficient in Microsoft Office, particularly Excel and PowerPoint; experience with data visualization and reporting tools such as QlikView, Tableau, Power BI 

• Experience in analyzing unstructured data (text analytics) for rule-based categorization and sentiment analysis

• Prior background in CX Management Platforms, Text Analytics and digital analytics and testing tools, such as: Qualtrics, Medallia, Optimizely, Full story, Google Analytics, Trustpilot desirable