Working independently, with limited supervision from the manager, the primary job function is managing the implementation and ongoing maintenance of Mercury’s growing Voice of the Customer / Customer Experience programs to ensure high-quality customer feedback data, inform analysis, and drive action. As an Experience Product Analyst, you will be responsible for project managing the implementation of a new VOC platform (including coordinating requirements and back-end resources), ongoing maintenance of VOC/CX program quality and integrity, vendor management, and training other users on the VOC platform to showcase how the program can drive insights and action throughout the organization.

State specific pay scales for this role are as follows:

$83,395 to $154,017 (CA, NJ, NY, WA, HI, AK, MD, CT, RI, MA)

$75,813 to $140,016 (NV, OR, AZ, CO, WY, TX, ND, MN, MO, IL, WI, FL, GA, MI, OH, VA, PA, DE, VT, NH, ME)

$68,232 to $126,014 (UT, ID, MT, NM, SD, NE, KS, OK, IA, AR, LA, MS, AL, TN, KY, IN, SC, NC, WV)

The expected base salary for this position will vary depending on a number of factors, including relevant experience, skills and location.

• Leads and project manages the onboarding and implementation of a new VOC vendor. Coordinates requirements and documentation, aligns Mercury and vendor resources, ensures successful back-end support for data integrations and new programs, ensures successful transition of current programs, coordinates User Acceptance Training, and communicates progress, tasks, and needs to stakeholders.
• Leads setup and ongoing maintenance of VOC programs and measurement architecture. Based on stakeholder needs, programs surveys, develops dashboards, coordinates successful closed-loop programs, manages user access and permissions, trains new users and admins, and supports access to key data and analyses.
• Ensures integrity of feedback data by developing and maintaining measurement standards, managing survey distribution hygiene, ensuring successful contact/panel management, troubleshooting technical issues, maintaining data integrations, and managing ongoing tuning of text analytics models.
• Researches and proposes new ways to improve customer and agent feedback programs. Stays abreast of latest trends and best practices for VOC and CX data programs within and outside of the insurance industry, as well as new features, capabilities, or enhancements within the VOC platform.  Regularly recommends enhancements and strategic initiatives to achieve maximum value.
• Partners with Experience leaders and stakeholders throughout the organization to evangelize customer and agent feedback programs and showcase the value of the VOC platform. Provides advice and recommendations on new program setup, including how to best collect, analyze/visualize, and act on feedback data. Perform basic analyses to uncover pain points and opportunities to enhance the customer and agent experience.
• Other functions may be assigned

Education:

Minimum: Bachelor’s degree in business, economics, psychology, statistics, finance, math/actuarial science, or related field

Preferred: Master’s degree preferred in business, economics, psychology, statistics, finance, math/actuarial science, or related field

Experience:

• Minimum: 5+ years of experience creating and deploying VOC or CX measurement programs using platforms such as Qualtrics, Forsta, Medallia, InMoment, etc

• 5+ years of experience with survey programming, survey distribution, and dashboard development 

• 3+ years of experience with program / project management

• Experience managing data and software integrations (with VOC platforms preferred)

• Experience with using data visualization, basic survey data analysis, and basic text analytics to uncover trends and opportunities preferred 

• Experience in P&C industry or CX preferred

Or equivalent combination of education/experience

Skills & Abilities:

• Minimum: Excellent written and verbal communication skills, including presentation skills to mid-level leaders and the ability to exercise influence on internal stakeholders

• Excellent analytical, critical thinking, and problem-solving skills

• Excellent cross-functional collaboration skills and ability to maintain positive relationships

• In-depth knowledge of CX and VOC measurement principles

• Strong project management skills

• Change management skills and/or certification preferred

• SQL and PowerBI knowledge preferred

Qualtrics (or similar) certification is a bonus 

Join an amazing team that is consistently recognized for our achievements and culture, including our most recent Forbes award of being one of America's Best Midsize Employers for 2024!

Why choose a career at Mercury?

At Mercury, we have been guided by our purpose to help people reduce risk and overcome unexpected events for more than 60 years. We are one team with a common goal to help others. Everyone needs insurance and we can’t imagine a world without it.

Our team will encourage you to grow, make time to have fun, and work together to make great things happen. We embrace the strengths and values of each team member. We believe in having diverse perspectives where everyone is included, to serve customers from all walks of life.

We care about our people, and we mean it. We reward our talented professionals with a competitive salary, bonus potential, and a variety of benefits to help our team members reach their health, retirement, and professional goals.

Learn more about us here: https://www.mercuryinsurance.com/about/careers

We offer many great benefits, including:

• Competitive compensation
• Flexibility to work from anywhere in the United States for most positions
• Paid time off (vacation time, sick time, paid Company holidays, and volunteer hours)
• Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
• Medical, dental, vision, life, and pet insurance
• 401 (k) retirement savings plan with company match
• Engaging work environment
• Promotional opportunities
• Education assistance
• Professional and personal development opportunities
• Company recognition program
• Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more

Mercury Insurance is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by federal, state, or local law.