Customer Experience (Cx) Analytics Manager

At Global Atlantic Financial Group Opportunities (View All Jobs)

Des Moines, Iowa, United States

Pursuant To Company Policy, All Employees Are Required To Be Vaccinated For Covid-19 To Access Ga Facilities. Currently, Most Of Our Interviews Will Occur Over Video. All Offices Are Currently Open, And Our Employees Are Back 4 Or 5 Days A Week In Ny And 3 Days A Week In All Other Offices. If You Have Questions On This Policy Or The Application Process, Please Contact

Company Overview

Global Atlantic Financial Group Is A Leader In The U.S. Life Insurance And Annuity Industry, Serving The Needs Of Individuals And Institutions. Global Atlantic Is A Majority-Owned Subsidiary Of Kkr, A Leading Global Investment Firm That Offers Alternative Asset Management Across Multiple Strategies And Capital Markets Solutions.

Global Atlantic Is Looking For A Diverse Team Of Talented Individuals Who Reinforce Our Culture Of Collaboration And Innovation. We Are Dedicated To The Career Development Of Our People Because We Know They Are Critical To Our Long-Term Success. Join Our Team And Come Grow With Us.

Position Overview:

The Analytics Manager Will Join The Global Atlantic Data &Amp; 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.