Senior Analyst, Customer Experience

Job Posting End Date: October 21

Unum is a company of people serving people. As one of the world's leading employee benefits providers and a Fortune 500 company, Unum's financial protection benefits help protect more than 36 million working people and their families from the financial impact of illness or injury.

Unum's two distinct, but similarly focused US businesses - Unum US and Colonial Life - are each a market leader in making disability, life, accident, critical illness, dental, and vision insurance accessible in the workplace.

Headquartered in Chattanooga, Tennessee, Unum also has significant US operations in Portland, Maine and Baton Rouge, Louisiana - and over 35 field offices nationwide. Colonial Life is headquartered in Columbia, South Carolina with over 40 field offices nationwide.

General Summary:
The Customer Experience Senior Analyst works within the Customer Experience Team with a mission to equip and rally Unum with actionable insights. This role supports CX improvement projects and initiatives that positively transform the end-to-end experience, and acts as a CX expert in engaging the organization to improve the customer experience. The position leads the design research, trend reporting and analysis, including survey design and implementation. The role requires strong analytical skills balanced with ability to clearly communicate findings and insights to key stakeholders. The position assists with project management and continues to increase exposure to all of the company's operational areas while helping turn CX data into action.

Principal Duties and Responsibilities

• Assist in improving the customer experience by gathering customer insights, analyzing data, mining information across all customer touchpoints and channels and translating it into actionable activities.
• Lead research process, including questionnaire development, sample design and acquisition, analysis, and reporting, ensuring best practices are applied.
• Develop technical expertise and knowledge of state-of-the-art marketing research, analysis, survey tools and strategic planning principles and techniques.
• Complete data analytics focused on actionable insights, and provides summary interpretation of what it means and how the data helps drive the brand promise
• Prepare and deliver research results reports and presentations that include analysis, insights and recommendations.
• Guide stakeholders in interpretation and application of VOC data.
• Develop research plan design documents for internal business colleagues to align all stakeholders' expectations.
• Assist department colleagues in the coordination and implementation of primary and secondary research projects to meet business objectives and support corporate information needs.
• Screen and recruit participants for qualitative research activities; demonstrate competence in qualitative interviewing practices.
• Conduct rigorous examination of sample lists for quality control in preparation for surveys.
• Lead ad hoc internal requests for detailed or segment-based results analysis.
• May perform other duties as assigned.

Job Specifications

• Must have 3+ years experience in a corporate or supplier Research organization. Insurance industry experiences a plus.
• BA or BS required or equivalent / relevant work experience. Market research certification or equivalent a plus.
• Common understanding of common CX metrics and systems (NPS, CES, etc.)
• Background and experience in utilizing social sciences, marketing principles, statistics and continuous improvement methodologies as required.
• Ability to draw trends and correlations between multiple data sets.
• Some experience with experimental design, survey development, statistical analysis, reporting research results, and/or utilization of statistical software (SPSS, SAS, R, SQL/Teradata, Qualtrics, etc.).
• Technical expertise with survey tools a plus.
• Highly inquisitive, curious, open-minded, and team-oriented; innate sense of building connections with data and interrelationships across business operations and principles
• Excellent listening, written, and verbal skills from project design through presentation required.
• Demonstrates superior project management skills and ability to manage multiple / concurrent projects.
• Must be a results-oriented and self-motivated.
• Excellent Word, Excel and PowerPoint skills
• Must have a strong focus on detail and precision.

Our company is built on helping individuals and families, and this starts with our employees. We want employees to maintain a positive balance, which is why we provide access to the benefits and resources they need to invest in themselves. From our onsite fitness facilities and generous paid time off to employee professional development programs, we are committed to helping employees live and work their best - both inside and outside the office.

Unum is an equal opportunity employer, considering all qualified applicants and employees for hiring, placement, and advancement, without regard to a person's race, color, religion, national origin, age, genetic information, military status, gender, sexual orientation, gender identity or expression, disability, or protected veteran status.

Company:
Unum