Customer Experience Insights Specialist

Apply here: https://jobs.lever.co/sagesure/aaa1835b-2825-43c6-b427-122c61f0af0b

SageSure, the insurance first, tech-forward, capital-lite managing general underwriter that focuses on the underserved, preferred homeowners middle-market, is seeking a Customer Experience Insights Specialist. As a pivotal member of the growing Customer Experience team, you’ll be focused on implementing customer surveys and conducting analytics to unlock insights that make us our producers' #1 choice for property insurance in coastal states.

If you are a CX insights professional with a passion for telling compelling stories and building strong relationships across the organization, we want to hear from you!

What you'll be doing:
• Partnering with cross functional teams to design customer surveys and reporting solutions
• Conducting research using Qualtrics surveys, questionnaires, and customer interviews
• Analyzing voice of customer through both relational and transactional studies
• Synthesizing customer feedback into actionable key themes that highlight CX opportunities
• Assisting with the communications and administration of Voice of Customer (VOC) programs
• Designing and developing CX dashboards, reports, and closed loop processes in Qualtrics
• Fostering cross-functional relationships with senior-level visibility
• Other duties as assigned

We're looking for someone who has:
• 3-5 year’s work experience in a CX, Marketing, Data Analytics, or related function
• A bachelor’s degree
• Process and project management skills
• Knowledge of Net Promoter Score (NPS), Customer Effort Score and CSAT measurements
• Experience “rallying the troops” and building trustworthy relationships
• An entrepreneurial spirit and problem-solving mindset
• Advanced MS Excel and PowerPoint skills

Highly preferred candidates have:
• Experience with CX enterprise tools such as Qualtrics or Medallia
• CCXP or related CX designations
• Prior Property & Casualty Insurance industry experience
• MBA or pursuing graduate studies
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