Customer Experience Analyst

, IL, United States

**Customer Experience Analyst**

**Are you:**

**Location:** Windsor, ON - In office, hybrid, and work from home flexibility.

**Who we are:** HUB Customer Central (HCC) is a leading insurance hub in Canada. Our technology-driven and digital expertise is unique, making us an industry trailblazer. We are affiliated with HUB International, the 5th largest insurance brokerage in the world with 13,000 employees and more than 475 offices.

**Why were different:** In 2021, HUB won the prestigious Stevie Award for Employer of the Year - Insurance. This award recognizes the worlds best companies to work for and their ongoing commitment to the growth, development, and wellness of employees.

Were about communities too. HUB/HCC is committed to a formal program HUB Gives that encourages employees to donate their time, creativity, and passion to community causes. We believe in contributing to where we live, work and play.

**The Role**

Customer Experience (CX) refers to how a business engages with its customers at every point of their buying journeyfrom lead management to sales to customer service and everywhere in between. In large part, CX is the sum total of all interactions a customer has with your brand.

The CX team at HUB Customer Central (HCC) is primarily responsible for the research, planning, communication and implementation of projects related to our customer experience journeys and their related tools. These customer experience touchpoints include voice channels, websites and applications, email, SMS text messaging, web chat/chatbot, and all other potential company interactions with clients.

As an Analyst on the team, youll lead initiatives to research, document, and implement a CX vision to compliment the HCC triangle; a balanced approach to Staff, Customers & Business focus. These efforts include:

+ Assisting in the planning and creation of a CX Roadmap

+ Developing platform/tool comparison charts

+ Compare our existing technology and workflows against industry leading offerings

+ Create static design mock-ups or proof of concept artifacts

+ Install and trial potential CX tools, locally and hosted

+ Communicate with stakeholders and team members

+ Coordinate work and tasks with various operational and technical teams

+ Interpret metrics, stats, and data to assist in making educated decisions

+ Stay up to date with industry best practices and new technologies and tools

+ Identify project risks (conflicting schedules, technical, and otherwise) and help the team mitigate them

+ Learn and understand the needs of our customers, employees, and the business and design solutions that positively impact all three stakeholder groups

+ Help foster inclusion and provide fellow employees and clients, access to equal resources and opportunities**Skills and Requirements**

**Required:**

+ Post-secondary diploma/degree in Computer Science, Business, or a related field (or equivalent experience)

+ Strong verbal and written communication skills

+ Desire and ability to learn new technologies, methodologies, and skills

+ Strong organization skills and attention to detail

+ Some software development or scripting experience preferred

+ Understanding of modern technologies

+ Self-motivated and willingness to be flexible to work on diverse set of tasks**Useful Skills & Experience:**

+ Knowledge of insurance or finance industry

+ SAS, PowerBI, Tableau, SAP BO, or other business intelligence platforms

+ Strong Microsoft Office skills

+ Web Design, Photoshop, or User Experience Design experience

+ Task or project management tools (Jira, Trello, MS Project, etc.)

+ Diagramming software (Visio, LucidChart, Draw.io)**The Perks:**

+ Group Health and Dental Benefits.

+ RRSP Company Matching Program.

+ Paid vacation, sick and personal days.

+ Employee discounts on personal, home and auto insurance policies.

+ Corporate discounts on gym memberships and other services/products.

+ Company-paid Employee and Family Assistance Program.

+ Health and wellness initiatives.

+ Ongoing recognition programs and opportunities for advancement.**Our Commitment:**

+ An environment that fosters continuous learning and improvement.

+ A leadership team dedicated to your growth and success.

+ To listen. Our employees have great ideas. We implement them.

+ Appreciation of your efforts. Every day.Diversity matters to us. Were committed to building inclusive teams in an equitable environment. In other words, you can be you. Such diversity allows us to cultivate a workplace where people of all backgrounds collaborate, contribute, and thrive.

If you require assistance or accommodation during our recruitment process, please notify Human Resources so that we may assist you based on your individual needs. Please contact: [email protected]

**Please note:** All internal applicants must notify their team leader or manager upon applying. Deadline for internal applications is January 19, 2022.

#WeAreHCC

Department Information TechnologyRequired Experience: 1-2 years of relevant experienceRequired Travel: No Travel RequiredRequired Education: College diploma (3-year degree)Hi, were HUB.

In a rapidly changing world, we advise businesses and individuals on how to prepare for the unexpected.

When you partner with us, you're at the center of a vast network of experts who will help you reach your goals through risk services, claims management, and compliance support.

And this gives you the peace of mind that what matters most to you will be protected through unrelenting advocacy and tailored insurance solutions that put you in control.

About HUB International

Headquartered in Chicago, Illinois, HUB International Limited (HUB) is a leading full-service global insurance broker providing property and casualty, life and health, employee benefits, investment and risk management products and services. From offices located throughout North America, HUBs vast network of specialists provides peace of mind on what matters most by protecting clients through unrelenting advocacy and tailored insurance solutions. For more information, please visit hubinternational.com.

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