Customer Experience Analyst

As a Customer Experience Analyst, you will shape and enhance the customer experience across our annuity and life insurance business by leveraging customer feedback, operational data, and journey insights to identify opportunities to improve service quality and strengthen customer relationships. You will collaborate with Operations, Compliance, Marketing, Technology, and Customer Service to understand customer needs, uncover trends, and drive meaningful improvements throughout the customer journey. Responsibilities include analyzing data from surveys, contact center interactions, digital platforms, and transaction data; monitoring key CX metrics (CSAT, CE, FCR); supporting Voice of the Customer initiatives; developing dashboards and visualizations; conducting root cause analyses; partnering with cross-functional teams to translate insights into actionable improvements; benchmarking against industry standards; documenting processes and recommendations; contributing to special projects; and fostering a collaborative, customer-focused environment. Required skills include strong analytical abilities, storytelling and communication of insights, proficiency with Power BI/Tableau, and familiarity with insurance operations and regulatory requirements. The role requires a Bachelor's degree (or equivalent) and 3+ years in related fields, with preference for experience in life insurance/annuities and VoC platforms.