What are the responsibilities and job description for the Voice of Customer Analyst - Remote position at GEICO?
GEICO's customers interact with our company through multiple channels and for any numbers of reasons. Now more than ever, GEICO is focused on ensuring that the experience of these customers meets and exceeds their expectations. With an intangible product such as insurance, the customer experience is often the only thing that differentiates us from our competition.
As we grow, our book of business becomes increasingly diverse and the one size fits all approach of the past no longer works for the customer of tomorrow. Great customer experiences are streamlined, by being available through customers' preferred channel, at whatever time the customer chooses. Ensuring that the experience our customers have fits their own personal preferences doesn’t just benefit them, but helps GEICO save cost by decreasing the number of interactions necessary to assist our customers.
As a Voice of the Customer Analyst on our team you must possess a unique combination of analytical, process-oriented, and project management skillsets as well as an understanding of customer research methodologies. In this role, you will be responsible for working with other IT partners to develop, enhance, and maintain the methods by which we collect feedback from customers. This will include managing complex projects that involve both designing the survey questions themselves, and bridging the gap between technical and business requirements to develop the mechanisms that deliver these surveys to our customers. Additionally, you will be responsible for analyzing the data collected via these surveys to make recommendations on how to enhance the customer experience across all channels. GEICO’s decision-making and strategy development relies heavily on customer feedback and assessments of customer impact, and this role is instrumental in creating the infrastructure necessary to capture these inputs into decision-making. These responsibilities require you to align stakeholders with diverse viewpoints and objectives.
Job Duties & Responsibilities:
Responsibilities for this position include (but are not limited to):
- Design, develop, and analyze GEICO's customer feedback mechanisms
- Work closely with application developers to manage integrations of feedback collection mechanisms into our online applications
- Test different methodologies and survey designs to ensure our feedback process is optimized
- Align diverse stakeholder groups with project objectives, engaging them to ensure customer feedback is socialized into process and system design
- Help manage response data and reporting of surveys via SQL, cloud, and BI platforms
- Respond to unique business opportunities by analyzing existing feedback or developing new feedback sources.
- Leverage Natural Language Processing (NLP) technology to analyze and derive meaning from survey comments
- Conduct research to identify and apply best practices to survey methodology and analysis
- Communicate research findings to the organization through presentations, dashboards, and executive summaries
- Present analysis to stakeholders, including regional audiences
- Assess the performance of, and identify discrepancies within, complex survey processes to ensure continuity in feedback collection
The ideal candidate will have:
- A passion for analytics and customer experience
- Familiarity with processes that drive excellent customer experiences in the marketplace
- The ability to use data to tell a story and produce actionable insights that drive product decisions
- An affinity to turn complex data into valuable insights aimed at achieving key business outcomes and optimizing the customer experience
- Self-starter tendencies, motivated to solve problems and take full ownership of their space
- Excellent communication skills (written and verbal)
- Excellent problem-solving skills
- Demonstrated attentiveness to detail
- Willingness to contribute as a cross-departmental team player and the ability to work independently given general direction
- The ability to build rapport and develop effective working relationships with business partners and team members alike, whether collocated or remote
Required Qualifications:
- Background in designing survey instruments and conducting research
- Experience analyzing customer satisfaction data and knowledge of survey methodology
- Strong skills in data management, analysis, and problem-solving
- Strong deductive reasoning skills
- Experience designing and analyzing complex business processes
- Background in psychology, sociology, marketing research, or similar field
- Strong organizational and project management skills
- High proficiency in Excel
- Basic understanding of website and application development processes/ SDLC
- Creativity in designing solutions to unique challenges
- Attention to detail and drive to provide high quality results
- High level of written and verbal communication skills
- Intellectual curiosity and ability to learn quickly
Preferred Qualifications:
- Bachelor's degree, Ideally in sociology, psychology, business, math, finance, market research, statistics or a related field
- Experience conducting and analyzing customer satisfaction data and knowledge of survey methodology
- Familiarity with SQL
- Familiarity with designing reports using BI platforms
Benefits:
At GEICO, we make sure you have the support and resources to leverage and develop your skills, secure your financial future, and take care of your health and well-being. GEICO continually seeks to provide a workplace where everyone can be their authentic self. To help achieve this goal, we support associate-led Employee Resource Groups that foster a true sense of community. Through GEICO’s competitive benefits offerings and various training and development opportunities, we have you covered with our Total Rewards Program* that includes:
- Premier Medical, Dental and Vision Insurance with no waiting period**
- Paid Vacation, Sick and Parental Leave
- 401(k) Plan with Profit Sharing
- Tuition Reimbursement
- Paid Training and Licensures
- Benefits may be different by location. Benefit eligibility requirements vary and may include length of service.
**Coverage begins with the pay period after hire date. Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.
GEICO is proud to be an equal opportunity employer. We are committed to cultivating an environment where equal employment opportunities are available to all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO celebrates diversity and believes it is critical to our success. As such, we are committed to recruit, develop and retain the most talented individuals to join our team.
GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.
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