Position Summary:
We are seeking a dynamic and detail-oriented Customer Experience (CX) Analyst to join our team. This role will be critical in supporting the execution, analysis, and sharing of Customer (B2C) and Agent (B2B) Voice of the Customer insights, as well as ad hoc market research, to drive continuous improvements that enhance customer experience across the customer journey.
As a CX Analyst, you will act as a shared resource, working independently and collaborating closely with cross-functional teams such as Experience, Product, Technology, Marketing, and Sales. You will be responsible for providing actionable insights through data analysis, identifying pain points, synthesizing data, and delivering recommendations to drive business decisions. The role will also involve coaching and sharing best practices with other analysts and decision-makers.
The ideal candidate for this role is a curious, efficient, self-directed data storyteller with a passion for using customer feedback and data to inform decision-making. You 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 passionate about understanding consumer behavior, uncovering patterns across disparate data sources, and rapidly delivering strategic insights.
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.
Essential Job Functions:
Under limited supervision:
Education:
Experience:
Knowledge and Skills:
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!
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 other 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
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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.
We offer many great benefits, including:
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