Sr Consultant Perf Analytics - GB07AE

We're determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals - and to help others accomplish theirs, too. Join our team as we help shape the future.

The Customer Operations Data Science & Analytics Team is a recently created data science and analytics team which engineers end-to-end analytic and machine learning solutions to optimize operational efficiency & customer experience and utilizes all touchpoints generated by our customers on their omnichannel journey through The Hartford's vast engagement ecosystem.

The Customer Operations Performance Analytics Team is seeking a Senior Analyst to support analytics across the Claim Customer Experience (CX) Portfolio. As a member of this team, this person will own the measurement and monitoring of key processes, identify root causes of performance variation and drive continuous improvement within the supported organizations. Strong communication and relationship-building skills are essential as this role interacts with a wide variety of Hartford teammates at all levels. The individual will partner with key Claim, Digital, Enterprise Customer Experience, Data Science, Strategy and Enterprise Data Services (EDS) stakeholders to identify and prioritize opportunities to optimize the Claim Customer Experience and end-to-end customer journey.

• Understand end-to-end performance of critical processes and sub-processes with a focus on creating both financial and process metrics
• Create and evaluate process metrics to identify performance variation and actively participate in cross-functional settings to identify root causes
• Enhance the Claim Medallia survey program as well as support customer experience financials efforts
• Support strategic initiatives with voice of the customer
• Clearly communicate results and noteworthy trends to senior leadership at regular intervals
• Recommend changes to KPIs and metrics as needed to drive change management and adoption
• Monitor impact of deployed process changes to validate solution effectiveness and impacts on customer experience
• Enhance datasets and automate reporting for faster analytics
• Anticipate and monitor for potential unintended, indirect impacts of process change and operational stress

• 5+ years of relevant experience in a data or analytics role
• Bachelor's degree preferred
• Demonstrated strong data analytics skills and familiarity with various tools used for data exploration, analysis and visualization
• Excel and Tableau experience required; SQL experience preferred; ThoughtSpot, Python and/or Snowflake experience a plus
• Demonstrated ability to build and maintain strong partnerships across various orgs and levels
• Demonstrated problem solving, customer focus and change management skills
• Strong communication skills and ability to tailor story to different audiences is essential
• Ability to manage multiple projects concurrently, and to set priorities and plans to meet business goals and objectives
• Ability to lead without having formal authority and to work both independently as well as in a team environment
• Strong attention to customer needs and capability to translate into actionable solutions
• Strong process / continuous improvement skills are a plus
• Understanding of the Agile framework is a plus
• P&C claim experience is a plus