Sr. Omnichannel Analyst

Are you passionate about using data and cutting-edge technology to transform customer experiences?

Join us as a Senior Omnichannel Analyst and play a key role in activating insights and driving measurable improvements across digital and assisted channels. This isn’t the kind of analytics role where insights sit on a shelf - your work will directly inform decisions, optimize experiences, and help more than 300 million customers worldwide thrive.

What will be my duties and responsibilities in this job?

• Partner with stakeholders (internal and external) to understand business needs and customer experience goals, building strong relationships and trust to influence their roadmaps.
• Analyze and interpret customer journey data and integrate it with other sources to uncover meaningful insights, and translate them into clear, actionable recommendations.
• Collaborate cross-functionally to drive customer experience improvements and clearly communicate its impact to key stakeholders
• Support the manager in identifying opportunities where data and analytics can address business or functional needs
• Own medium-complexity initiatives and partner with Analytics and Data Services for timely delivery; support manager on high-complexity projects
• Participate in regular meetings with stakeholders to provide status updates or change priorities.
• Share best practice, trends, knowledge and lessons learned across units and with clients and partners, articulating ideas verbally and in writing in a clear manner across audiences of varied levels
• Lead and/or collaborate with team members (onsite and virtual) on projects, to identify issues or request feedback
• May take on the development, testing & deployment of automated reporting solutions following standards and guidelines set out by the department.
• Can be requested to mentor interns and more junior team members

What are the requirements needed for this position?

• Bachelor’s degree in the fields of statistics, business, mathematics, computer science or other related fields
• 4+ years of experience in a data analyst or similar role. 2+ years of experience in data analysis that includes translating insights into recommendations and/or developing reports using tools such as SQL, Microsoft Reporting Services and /or Power BI – ideally within the contact center space.
• Experience working in or with contact center environments.
• Experience with a broad range of best-in-class database tools/analytics/research approaches and/or concepts

Knowledge and Skills

• Familiar with CX technology platforms (Medallia preferred, but also Qualtrics, In-Moment and others)
• Familiar with customer journey mapping
• Strong analytical and problem-solving skills.
• Excellent communication skills (both verbal and written), with the ability to present complex data in a clear and compelling way to non-technical stakeholders
• Experience driving change within large, complex organizations
• Ability to gather requirements from end users and translate them to an end product
• Ability to lead projects and deliver results under time constraints
• Ability to work independently and in a team to develop innovative solutions.
• Ability to organize and balance multiple tasks and projects while meeting deadlines
• Good presentation and storytelling skills
• Ability to communicate business priorities with other teams, and ensure work is completed in time to meet established deadlines
• Knowledge of Excel, MS word, MS PowerPoint
• Determined, motivated and a self-starter

What other skills or experience would be useful in this role?

• 6+ years of experience in a data analyst or similar role. 4+ years of experience in data analysis that includes translating insights into recommendations and/or developing reports using tools such as Microsoft Reporting Services or Power BI - ideally within the contact center space
• 5+ years of Customer Experience initiatives and certification in CCXP or similar
• Experience with transformation initiatives
• Understanding of Agile concepts and exposure to TFS/Azure Dev Ops or similar
• Understanding of fundamental data-warehousing concepts
• Knowledge of quality assurance and testing procedures

Pay Range:

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

If there is no posting end date listed then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 15 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.

Job Scam Alert
Please be aware that during Assurant's application process, we will never ask for personal information such as your Social Security number, bank account details, or passwords. Learn more about what to look out for and how to report a scam here.