We are seeking a dynamic and detail-oriented Product Analyst II - Agent Experience to join our team. This role will be critical in understanding the behaviors, needs, and satisfaction of independent insurance agents, as well as improving the systems and processes they rely on throughout the quoting and purchasing journey. You will be responsible for generating actionable Voice of Customer (VOC) insights and ensuring they are used to improve both the agent experience and business outcomes.
The ideal candidate for this role is a feedback detective and data storyteller 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 a collaboration enthusiast who thrives on influencing others to take your experience improvement ideas and run with them. You will be equally comfortable running multivariable regressions and interpreting their outputs in a clear, 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 Voice of Customer (VOC) dashboards to provide actionable insights on agent satisfaction, agent experience drivers, and key performance indicators (KPIs).
Key Driver Analysis: Measure the impact of independent agent satisfaction on business performance by connecting sentiment, behavior, and outcomes. Analyze agent behavior to understand factors that drive propensity to bind policies and prioritize the most impactful agent needs.
Pain Point Diagnosis: Identify, investigate, and diagnose pain points impacting independent agents. Work closely with stakeholders to build business cases and ensure insights become impactful actions.
Performance Reporting: Track and report on independent agent experience performance metrics, identifying areas of concern and opportunities for improvement.
VOC Processes: Collect, analyze, and interpret feedback from various Voice of Agent feedback channels. Design innovative feedback collection instruments to unlock hidden insights and enhancements.
Track KPIs: Conduct ad hoc analyses on KPI performance providing insights into bottlenecks and opportunities for growth.
UAT: Conduct user acceptance testing (UAT) on product enhancements as needed.
Education
Minimum: Bachelor’s degree required – preferred in business or related field of study (e.g. Math, Economics, Data Science, Statistics)
Preferred: Master’s degree preferred
Experience
Preferred:
CCXP qualification
Experience in P&C industry and/or CX roles
Experience working with Customer Feedback Management platforms such as Forsta, Qualtrics, Medallia, or InMoment to collect and analyze feedback
Minimum:
Excellent written and verbal communication skills
Demonstrated excellent data 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, predictive analytics insights (SAS), and statistical software (R, Stata)
Experience with data visualization tools (Tableau, Power BI)
Use of applied data science techniques
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
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, 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
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