The Client Experience analyst plays a pivotal role in advancing client retention, optimizing sales effectiveness through identifying cross-sell opportunities, and enhancing customer satisfaction. Leveraging expertise in data management, analysis, and reporting, this role supports key client experience initiatives and marketing strategies. Collaborating with cross-functional teams, the analyst delivers actionable insights that drive business goals and improve client interactions.

What you will do:

• Collect, organize, and maintain client data, ensuring accuracy and consistency across data warehouses and platforms.
• Analyze client and policy data, prepare campaign and transfer files to align with business strategies.
• Generate regular and ad hoc reports using tools like Tableau, Access, Salesforce, and ClientCircle to support business intelligence initiatives.
• Monitor key performance indicators (KPIs) and present insights to stakeholders.
• Contribute to client retention and marketing strategies by identifying cross-sell and upsell opportunities through data analysis.
• Serve as manager and administrator of a client experience platform and support the execution of client communications and campaigns.
• Track and report on client management activities to measure adoption and impact of client experience enhancements.
• Analyze client satisfaction metrics and provide recommendations to inform strategies.
• Study client behavior and industry trends to provide data-driven recommendations for marketing and sales strategies.
• Partner with internal teams and third-party vendors on data-driven projects to support sales and acquisition goals.
• Assist in project management tasks, ensuring timely and accurate delivery of initiatives related to client experience and analytics.
• Stay informed on industry best practices in data reporting and client experience through industry publications, research and participation in sales meetings and activities.
• Performs other duties as assigned.
• Complies with all policies and standards.

• Bachelor's Degree marketing, business analytics, data science, or related field - Required
• Proficiency in data analysis and reporting, with strong problem-solving skills. 
• Exceptional written and verbal communication skills. 
• Ability to work effectively in a collaborative team environment while managing multiple priorities. 
• Attention to detail with strong organizational skills. 
• Strong analytical and problem-solving skills with the ability to investigate and resolve complex issues. 
• Ability to work well under pressure, manage multiple deadlines, and adapt to changing project scopes. 
• Self-starter with the capacity to learn quickly and work independently or as part of a global team. 
• Ability to transform raw data into meaningful insights and actionable recommendations. 
• Basic knowledge of project management principles and experience working on cross-functional projects. 
• Understanding of client relationship management and marketing analytic 
• Proficient in word processing, spreadsheet and database applications. 
• Advanced skills in Microsoft Excel and familiarity with Access or Oracle. 
• Experience with data visualization tools such as Tableau is highly desirable. 
• Knowledge of CRM systems, preferably Salesforce, is a plus. 

Work Setting/Position Demands:

• Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
• Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
• Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.
• Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
• Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions
• Performs substantial movement of wrists, hands, and fingers for continuous computer work.
• Extended hours required during peak workloads or special projects/events.
• Associate must be able to operate a motor vehicle for short and/or long distances
• Associate must be able to travel via airplane
• Associate must be able to travel via car
• Occasional after-hours work needed
• Routine and/or extended after hours work needed

Travel Requirements:

• None