FBS Director CX Analytics

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our client is part of one the largest Insurance Groups in the world.

This position directs customer experience analytics to enhance the overall customer experience and optimize customer interactions. The role leverages deep analytical expertise to provide actionable insights, shape customer experience strategies, and align initiatives with business objectives. The position collaborates with senior and executive stakeholders to align analytical efforts with business objectives while serving as a subject matter expert. It develops and implements effective reporting systems and analytical tools while fostering a data-driven culture. The role provides leadership to direct reports and mentors analytics teams to enhance customer experience capabilities across initiatives, functions, and the enterprise.

• Oversees research initiatives including contextual interviews, surveys, A/B tests, and competitive evaluations to gather qualitative and quantitative customer data.
• Leads advanced analyses of customer feedback, behavior, and transactions to identify key trends and improvement opportunities across functions and the enterprise. Aligns analytical initiatives with business priorities by identifying, developing, and implementing tools and methodologies to synthesize customer data into actionable insights that inform development of the voice of the customer ecosystem.
• Provides leadership through customer experience analytics to influence and recommend strategies that optimize the customer experience. Directs the monitoring and analysis of performance metrics for customer touchpoints and journeys to identify trends and assess performance.
• Leads creation of models to evaluate key drivers of business outcomes and perform root cause analyses. Collaborates with senior and executive leadership to set program, priority, and journey level KPIs, OKRs, NPS, and other performance targets.
• Ensures metrics drive improvements in customer experience outcomes. Partners with project teams and senior and executive leadership to align customer experience analytics initiatives with business priorities.
• Leads identification and prioritization of improvement opportunities by leveraging data insights and advanced analytics to drive decisions. Provides thought leadership in developing customer experience strategies, frameworks, and roadmaps while ensuring projects are informed by comprehensive data analyses including cost-benefit analysis and journey documentation.
• Oversees execution and ensures analytics deliverables align with broader business objectives. Leads development and modernization of customer experience analytics reporting systems to enhance performance visibility across functions and the enterprise.
• Directs design and implementation of reporting frameworks, dashboards, and key performance indicators. Owns data integrity and quality assurance processes to ensure accurate and reliable reporting.
• Ensures reporting systems evolve to meet changing business needs. Directs customer experience optimization by leveraging deep expertise in customer experience analytics.
• Acts as a subject matter expert and decision authority to influence and shape optmization efforts through strong analytical practices.
• Helps stakeholders understand the value of customer experience improvements by advocating for customer-centric approaches.
• Communicates and presents with clarity, poise, and tactical and strategic relevance while championing the adoption of customer experience perspectives.
• Advances customer experience analysis capabilities across the team by staying updated on trends, tools, and best practices.
• Develops team members by setting clear and actionable growth plans and providing mentorship to enhance core competencies.
• Fosters a learning environment that encourages peer collaboration and skill development. Guides direct reports and team members to gain deeper knowledge of the business, company, and customers. Performs other duties as assigned.

Skills

• People Leadership - Advanced

• Strategic Analysis - Advanced
• Executive Level Storytelling - Advanced
• Analytics AI - Intermediate
• Workflow Management / Prioritization - Advanced
• Connecting Analytics Work to Business Outcomes - Advanced
• Experimental Design - Intermediate
• Hypothesis Testing - Intermediate
• Modeling Algorithms - Intermediate

Software / Tool Skills

• SQL - Advanced (7+ Years)
• Excel - Advanced (7+ Years)
• PowerPoint & Office Suite - Advanced (7+ Years)
• Python - Advanced (7+ Years)
• R - Intermediate (4-6 Years)
• DBT - Intermediate (4-6 Years)
• PowerBI - Advanced (7+ Years)

• Snowflake - Intermediate (4-6 Years)
  open-source cloud-enabled analytical programming languages - Intermediate (4-6 Years)
  SAS - Intermediate (4-6 Years)

This position comes with competitive compensation and benefits package:

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package
3. Home Office model
4. Career development and training opportunities
5. Flexible work arrangements (remote and/or office-based)
6. Dynamic and inclusive work culture within a globally known group
7. Private Health Insurance
8. Pension Plan
9. Paid Time Off
10. Training & Development
11. *Note: Benefits differ based on employee level

About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.

https://www.capgemini.com/us-e