User Experience (UX) Analytics Manager

POSITION OVERVIEW:

The Analytics Manager will join the Global Atlantic Data & Analytics team and will work closely with the Digital Customer Experience (CX) team. This position will describe the customer and their journey experience and design a strategy to measure the impact on business goals and digital initiatives.

• Design and build framework to gain customer experience insights with goal of making it a core pillar of the Digital CX team.
• Lead design and development of customer and advisor interaction baseline and monitor impact of Digital CX initiative.
• Collaborate with business partners to build feedback analytics that track customer and agent usage to help describe and improve the Digital CX.
• Create storyboards to reflect a typical customer.
• Collaborate with the Digital CX team and business stakeholders at all stages with ability to clearly translate both qualitative and quantitative information into actionable insights and recommendations.
• Research and recommend how digital strategies are measured and insights at other companies.
• Lead design and development of reporting universes and analytics (dashboards, scorecards, and metrics).
• Developing and implementing databases, data collection systems, data analytics, and other strategies that will provide efficient data and reporting solutions.
• Work independently on ad hoc requests and assist with special projects as needed.

QUALIFICATIONS:

• Master’s or bachelor’s degree in computer science, mathematics, statistics, or a similar field with 8 years of practical experience.
• Background in customer journey mapping, developing personas, and user experience design methods is preferred.
• Minimum 3 years of experience in insurance or annuity is required.
• Excellent project management skills with proven track records of meeting aggressive timelines.
• Foundational knowledge of machine learning algorithms and statistics is required.
• Knowledge of Python or SAS programming is required.
• Knowledge of Redshift is preferred.
• High proficiency in Microsoft Office (Word, Excel, and Visio) is required.
• Experience with SQL and relational database is required.
• Excellent communication, teamwork and consulting skills.
• Strong analytical and problem-solving skill set.
• Highly motivated, energetic, results-oriented, organizational skills, and attention to detail.
• Flexible and able to learn quickly in a fast-paced environment.

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