Senior Experience Analyst (Service Design Focus)

At Erie Insurance, you're not just part of a Fortune 500 company; you're also a valued member of a diverse and inclusive team that includes more than 6,000 employees and over 13,000 independent agencies. Our Employees work in the Home Office complex located in Erie, PA, and in our Field Offices that span 12 states and the District of Columbia.

Benefits That Go Beyond The Basics

We strive to be Above all in Service® to our customers—and to our employees. That's why Erie Insurance offers you an exceptional benefits package, including :

• Premier health, prescription, dental, and vision benefits for you and your dependents. Coverage begins your first day of work.
• Low contributions to medical and prescription premiums. We currently pay up to 97% of employees' monthly premium costs.
• Pension. We are one of only 13 Fortune 500 companies to offer a traditional pension plan. Full-time employees are vested after five years of service.
• 401(k) with up to 4% contribution match. The 401(k) is offered in addition to the pension.
• Paid time off. Paid vacation, personal days, sick days, bereavement days and parental leave.
• Career development. Including a tuition reimbursement program for higher education and industry designations.

Additional benefits that include company-paid basic life insurance; short-and long-term disability insurance; orthodontic coverage for children and adults; adoption assistance; fertility and infertility coverage; well-being programs; paid volunteer hours for service to your community; and dollar-for-dollar matching of your charitable gifts each year.

Position Summary

Leads complex insight and analysis efforts into business processes, sponsor delegate and voice / vision / strategy for experience, customer journeys, and develops recommendations for optimizing business results. Helps define clear measurable problem statements with process and data analysis designed to deliver high customer and business impact. Perform duties in one or more of the following disciplines : Business Intelligence, Customer Centric Design, User Experience, Lean Six Sigma and moderate to high complexity Project Management.

• The ideal candidate will have experience in creating and improving services and strategies that are centered around the user. This includes researching user needs, using qualitative and quantitative data to make and influence decisions, designing the user journey and / or creating end- to- end experiences for users, and collaborating with multidisciplinary teams to contribute to shared goals and outcomes
• There are multiple job openings for this role

Duties and Responsibilities

• Leads and drives generative and evaluative research planning.
• Conducts research, generates comparisons, draws conclusions, makes recommendations and validates solutions to effect transformational change.
• Assists in developing strategy to operationalize our company-wide objectives and implements processes and to achieve those goals.
• Monitors project health and recommends schedule changes, cost adjustments and resource allocations to ensure optimal project performance.
• Regularly develops and facilitates presentations and workshops for key stakeholders and business leaders.
• Participates in the execution and implementation of solutions.
• Ensures actions are aligned to enterprise strategies; provides insight to assist in business or technical direction.
• Mentors and helps grow the skills of other Experience analyst on the team.
• Serves as a discipline lead and participates in steering committees.

The first four duties listed are the functions identified as essential to the job. Essential functions are those job duties that must be performed in order for the job to be accomplished.

Competencies

• Values Diversity
• Nimble Learning
• Self-Development
• Collaborates
• Customer Focus
• Cultivates Innovation
• Optimizes Work Processes
• Instills Trust
• Ensures Accountability
• Decision Quality
• Information Management Skills
• Using Tables And Graphs

Qualifications

Minimum Educational and Experience Requirements

• Bachelor's degree and four years of process improvement, business analysis, business management, strategic planning, strategy consulting or related field; or
• Associates degree and six years of process improvement, business analysis, business management, strategic planning, strategy consulting or related field; or
• High school equivalent and eight years of process improvement, business analysis, business management, strategic planning, strategy consulting or related field required

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Additional Experience

• Strong analytical, communication, and problem solving skills required.
• A deep understanding of relevant content knowledge, and an ability to set-up and facilitate workshops and meetings with all levels of the organization required.
• Working knowledge of database, spreadsheet, presentation software, and data retrieval methods required.
• Experience utilizing reporting software and reporting tools preferred.

Designations and / or Licenses

• A general business process improvement designation or certification such as Lean Six Sigma or Business Process Management (BPM) preferred.

Physical Requirements

• Climbing / accessing heights; Rarely
• Driving; Occasional (
• Lifting / Moving 0-20 lbs; Occasional (
• Lifting / Moving 20-50 lbs; Occasional (
• Ability to move over 50 lbs using lifting aide equipment; Rarely
• Manual Keying / Data Entry / inputting information / computer use; Frequent (50-80%)
• Pushing / Pulling / moving objects, equipment with wheels; Rarely

Nearest Major Market : Erie