We are seeking a dynamic and detail-oriented Customer Experience Analyst to join our team. This role will be critical in analyzing customer behavior, identifying performance trends, and driving continuous improvements to enhance the overall quoting and purchasing journey for our direct-to-consumer sales channel. You will be responsible for providing actionable insights through data analysis, identifying and resolving pain points, and optimizing key areas of the sales funnel.

The ideal candidate for this role is a data storyteller and feedback detective who can uncover hidden trends and root causes within large quantitative and qualitative datasets, and visualize them to create logical, compelling narratives and recommendations that inspire change. You are an analytics expert who thrives on influencing others to take your experience improvement ideas and run with them. You will be equally comfortable running predictive propensity models and interpreting their outputs in a clear and actionable way for business stakeholders to act on.

State specific pay scales for this role are as follows:

$74,955 to $138,744  (CA, NJ, NY, WA, HI, AK, MD, CT, RI, MA)

$68,141 to $126,131 (NV, OR, AZ, CO, WY, TX, ND, MN, MO, IL, WI, FL, GA, MI, OH, VA, PA, DE, VT, NH, ME)

$61,327 to $113,518  (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.

Under limited supervision:

• Data Visualization: Develop, maintain, and improve sales funnel dashboards to provide actionable insights on lead progression, conversion rates, and key performance indicators (KPIs).
• Key Driver Analysis: Measure the impact of customer satisfaction on business performance. Analyze customer behavior to understand the core reasons behind quote abandonment, quantifying the impact and identifying patterns.
• Pain Point Diagnosis: Identify, investigate, and diagnose pain points impacting the customer. Work closely with stakeholders to ensure insights become impactful actions.
• Performance Reporting: Track and report on customer experience performance metrics, identifying areas of concern, key experience drivers, and opportunities for improvement.
• Predictive Analytics: Monitor the customer onboarding process to ensure a frictionless experience. Use predictive analytics to identify early signs of churn or dissatisfaction.
• VOC Processes: Collect, analyze, and interpret feedback from various Voice of Customer feedback channels. Design innovative feedback collection instruments to unlock hidden insights and enhancements.
• Business Case Development: Meets with management and team to present business cases using both CX and financial metrics. Prepares forecasts and projected results based on research and analysis. Operates within a project plan to incorporate business objectives, data scope, research methodology, resources, and timeframe. Works around constraints to provide options and recommended solutions.
• Track KPIs: Conduct ad hoc analyses on KPI performance providing insights into bottlenecks and opportunities for growth.
• UAT: Conduct user acceptance testing on systems changes as needed.

Education:

• Minimum: Bachelor’s degree required – preferred in business or related field of study (e.g. Math, Economics, Finance, Statistics)

• Preferred: Master’s degree preferred

Experience:

Minimum: 3+ years of experience in Experience Management (XM), CX insights, data analysis, or product development

Preferred:

• CCXP qualification

• Experience in P&C industry and/or CX roles preferred

• Experience working with Customer Feedback Management platforms such as Forsta, Qualtrics, Medallia, or InMoment to collect and analyze feedback

Skills & Abilities:

Minimum: 

• Excellent written and verbal communication skills

• Demonstrated excellent analytical and problem-solving skills

• Experience with applying statistical models to solve business challenges

• Proficient in Microsoft Office Suite, particularly Excel and PowerPoint

• Proven history of taking initiative and driving projects to completion

Preferred:

• Proficient in SQL, Python, predictive analytics insights, and statistical software (R, Stata)

• Data visualization tools (Tableau, Power BI)

• Applied data science techniques

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, 9 paid Company holidays, 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.