Farmers Insurance Customer Experience Sr Analyst & Product Manager in Woodland Hills, California

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Job Summary

The Customer Experience (CE) Senior Analyst & Product Manager will be a valuable part of the Business Insurance Analytics team by leading efforts to develop CE analytical capability solutions and then work with key partners (e.g., CDO, Product, IT, and others around the enterprise) to build and implement them; this includes pulling and cleaning datasets, data visualization, building and evaluating predictive models, and presenting results to internal teams. This role will have two primary responsibilities:

Lead enterprise stakeholders to develop the complete design of Customer Experience analytics experiences and supporting processes, to build and/or deploy key analytical tools to monitor, diagnose, predict, and activate CE insights and identify and prioritize CE improvement initiatives.

Make recommendations based on market research and competitive analysis from both within and outside the insurance industry to support product development and go-to-market strategies across channels.

Essential Job Functions

  • Uses analytical knowledge and program/project management best practices to sponsor key transformation projects, as the main business owner, or Agile Product Manager to lead cross-functional projects.

  • Responsible for defining strategy, requirements, prototyping, testing, training, support procedures, communications and implementation.

  • Lead key CE analytical transformation initiatives, with cross-functional teams, prioritizing work in backlogs, and drive for solutions that deliver to Farmers’ expectations.

  • Evaluate enterprise opportunities, scoping, and delivery of prototypes/POCs/MVPS to continuously grow CE analytics capabilities.

  • Partner closely with IT and operations to develop, manage and execute a detailed product roadmap that delivers on the needs of our internal business partners/Farmers’ customers.

  • Leverage customer/partner research and data and analytics to bring analytical capabilities to market for both internal users and to optimize customer experiences.

  • Monitor and track market trends within the insurance industry and other verticals affecting CE capabilities and customers’ experience expectations.

  • Serve as an integrator between business needs and technology solutions, helping to deliver tools and methodologies to align with Marketing goals and objectives.

  • Proficiently lead conversations with the executive management within the organization, and inspire clear ideas and actions. Collaborate with enterprise stakeholders to develop and prioritize epics and features.

  • Demonstrates Customer Experience thought leadership in key enterprise data initiatives. Serves as expert within CE on all available Farmers customer data sources and related systems.

  • Applies advanced knowledge of analytics and tools to drive change with partners to create/enhance Customer Experience capabilities (e.g. VoC tools, reports/dashboards, NPS forecasting, impact assessment/attribution models/predictive models).

  • Develop pilot measurement plans and implementation control plans with Customer Analytics to articulate benefit attribution based on CE enhancements or new capabilities.

  • Assists with planning process by leading analysis and producing cost-benefit analysis for proposed Customer Experience projects.

    Education Requirements

  • Bachelors (BS/SA) degree in scientific or quantitative field and documented academic excellence

  • Masters (MS) in scientific field or MBA preferred (or equivalent combination of education and experience)

    Experience Requirements

  • Six plus years combined experience in analytics, data science, performance reporting, and/or process improvement

  • Five plus years extensive relevant customer understanding/user research/consulting experience, packaging and delivering insights to influence change.

  • Advanced project and process management experience. Agile/Kanban/Scrum preferred.

    Special Skill Requirement

  • Experience developing customer-level portfolio views using fuzzy matching and clustering techniques

  • Strong working knowledge of SQL (Microsoft SQL Server) and Microsoft Excel

  • Strong working knowledge of at least 1 of the following (2 preferred): Python, R, Tableau, Microsoft VBA, SAS, Perl, or other open source languages

  • Strong business acumen, with effective written and verbal communication skills.

  • Ability to communicate, influence, and deliver with cross-functional teams and enterprise stakeholders.

    Farmers is an equal opportunity employer, committed to the strength of a diverse workforce.


Job: *Strategic Management & Administration

Organization: *Farmers Insurance

Title: Customer Experience Sr Analyst & Product Manager

Location: California-Woodland Hills

Requisition ID: 180009Z2