Customer Experience Analyst II (User)

The above represents the full salary range for this job requisition. Ultimately, in determining your pay and job title, we'll consider your location, education, experience, and other job-related factors, and will fall within the stated range. Your recruiter can share more information about the specific salary range during the hiring process.

The Customer Experience Analyst II drives enterprise-wide experience improvements through customer, competitor, and industry research, transforming insights into actionable, customer-centered solutions. This role partners across the organization to analyze feedback, map journeys, and apply design thinking and experience design practices to create intuitive experiences-ensuring the customer perspective is embedded in all decisions, designs, and system enhancements.

The job description posted is for the Customer Experience Analyst II; however, we are open to hiring at the Customer Experience Analyst III level depending on candidate qualifications. The compensation range shown is inclusive of both job profiles and seniority.

This is a hybrid role with days in office each week from our Columbus, Ohio corporate office and you must reside in the Columbus area.

Are you a Referral?

If you know a current Encova Insurance associate and would like to apply as a referral, please encourage them to submit your referral information before you submit your application. You will receive an email with a direct URL link to the Job Posting of interest. Applying through this URL link will create your referral relationship for our Talent Acquisition Team.

Unique residence requirements are listed in each job posting, please review closely for details.

Encova is only able to employ associates who reside and work within specific U.S. states. Our current policies are based on the laws in states in which we are registered for payroll. Our current footprint includes:

Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nebraska, New Hampshire, New Jersey, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, West Virginia, Wisconsin.

Provide enterprise-wide solutions by analyzing, evaluating, designing, leading, and making change recommendations to processes, workflows, and systems. Leveraging user feedback, industry knowledge and innovation to enhance the customer experience. Ensure that the customer and the impact on the customer is embedded in all decisions, designs and conversations.

ESSENTIAL FUNCTIONS:

• Demonstrate continued knowledge growth of analysis and design skills, assigned applications and customer areas (internal and external). Plus, the ability to knowledge share with others.
• Work with all stakeholders (agents, policyholders, associates) to define and document business issues and user pain points.
• Analyze the issues identified, determine impacted parties, conduct, and make recommendations on possible solution alternatives with minimal supervision. Document proposed changes with appropriate tools.
• Translate concepts into wireframes and mockups that lead to intuitive user experiences.
• Develop use cases to be utilized as basis for test plans to verify changes under minimal supervision.
• Participate in the testing of changes with other analysts and stakeholders. Establish and maintain positive relationships with stakeholders across the organization to analyze and solve problems focusing on the customer experience as the central driver.
• Collaborate with other assigned resources on translation of business requirements into technical solutions.
• Co-create new experiences with customers.
• Review proposed solutions and timelines with product owner and other stakeholders.
• Lead demos and communicate enhancements to the appropriate business areas.
• Provide support to questions, incidents, changes, and problems related to applications and services the experience team supports.
• Collaborate with vendors and 3rd party ensure quality deliverables.
• General knowledge of integrations and architectural infrastructure.

OTHER FUNCTIONS:

• Identify ideal customer profiles and map customer journeys to recognize the gaps in customer experience across all touchpoints for all kinds of customer interactions, transactions, and engagements.
• Ability to receive, analyze and respond to feedback that enhances the user experience.
• Maintain and continue development of information technology concepts and fundamentals.
• Apply current division and department standards.
• Must be available for on-call production problem resolution as determined within each team.
• Perform other duties as assigned.

KNOWLEDGE. SKILLS AND EXPERIENCE:

Having the ability to view our business from the customer perspective. They should have good listening skills and be empathic to the customers perspective. Excellent communication, collaboration and adaptability are essential to the successfulness of this role. At least four years of information technology or previous insurance experience is desired. Prefer college graduate with major in insurance, English, business administration, customer experience, user experience design or an information technology related field. The individual must demonstrate a strong working knowledge of information technology and the insurance business. Individual should have capability to use a logical approach to problems and ability to meet specified deadlines on assigned projects. Completion of LSSBB, CIOP, MCMC and NN/g UX or comparable certifications preferred.

This position has been evaluated in accordance with the Americans with Disabilities Act. Encova Insurance makes every effort to reasonably accommodate disabilities to permit performance of the essential functions and candidates who need such accommodation are encouraged to seek it. This description reflects the nature and level of work performed by associates in this position. It is not an all-inclusive inventory of duties, responsibilities and qualifications required. It provides an accurate overview of the work and skills needed to perform this position. Because job content may change from time to time, Encova Insurance reserves the right to add and/or delete functions from this job as it deems necessary for business reasons.

Ready to join our team?
At Encova Insurance, we firmly believe that our associates drive our company's success by delivering unrivaled service to our customers. With success in mind, we make an ongoing effort to provide an environment that offers challenging, stimulating, and financially rewarding opportunities. Join us to discover a work experience where you can learn and grow to your fullest potential.

What you can expect from us

In addition to a competitive compensation package, we offer a comprehensive benefits package designed to support the well-being and growth of our associates. Available benefits (subject to any policy or plan changes) include, but are not limited to:

• Health, Dental & Vision Insurance

• Company-provided life and income protection plans

• Eligibility to participate in a company incentive bonus program

• 401(k) Retirement Plan - 100% company match up to 7% on annual salary

• Paid Time Off, Paid Holidays, and Floating Holidays

• Flexible Work Arrangements - Hybrid and remote depending on the role

We believe that happy, healthy associates are the foundation of great work. Join us and thrive both professionally and personally.

Encova Insurance is an EOE/E-Verify employer.