Voice of Customer Specialist in Nashville, TN at National General Insurance

Date Posted: 9/27/2020

Job Snapshot

Job Description

Primary Purpose:

Work with the Consumer Insights – Marketing team in building customer empathy and advocating for the voice of the customer by providing strategic analysis of unstructured and structured data on a regular basis. In this role, you will have the opportunity to drive continuous improvement throughout the organization.

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  • Collaborate in the analysis and monitoring of various sources of customer feedback through use of specified reporting platform
  • Interpret reporting dashboards, translate analysis into actionable recommendations and directions for various stakeholders, and measure outcomes from actions taken
  • Assist in back-end tuning and refining of unstructured and structured data
  • Support process implementation and documentation
  • Support in gathering of use cases/business requirements for additional reporting dashboard builds for ongoing monitoring and ad hoc reporting
  • Assist in gathering requirements and building out ad hoc business line metrics and projects
  • Monitor specific business line “emerging themes” research dashboards for continuous business line improvement
  • Tell compelling stories using data to include suggestions and recommendations based on thorough analysis and findings
  • Demonstrate ownership and accountability of projects and activities
  • Stay abreast of user research trends, platform features and new releases

Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Bachelor Degree or in-lieu of degree equivalent education, training and work-related
  • 1+ years of experience in business analytics, data management, or customer research-focused roles
  • Experience creating and sharing dashboards / data visualizations
  • Analytical thinking – able to objectively interpret research, extract insights, and communicate in a motivating way
  • Highly self-motivated, solutions-oriented, and proactive problem-solving
  • Comfortable in a fast-paced work environment and can handle ambiguity and changing business priorities
  • Strong oral, written, and presentation skills
  • Desire to be creative and innovative in a fast-paced, growing organization
  • Approaches conflicts as opportunities
  • Passionate advocate: drive continuous improvement strategies from a customer-first approach to meet business line goals and grow the organization
  • Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
  • Must possess effective verbal and written communication skills

Desired Skills:

  • Bachelor Degree in Business Administration, Analytics, Marketing, or related field
  • Experience with data extraction and analysis tools; Clarabridge, Tableau, Oracle

National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.

Job Requirements

About National General Holdings:

National General Holdings Corp. is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A– (excellent) from A.M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products. We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.

National General is a fast paced, dynamic, and entrepreneurial organization. Our team members live by and exemplify what we call the 4Es. At National General, we are Energized, Engaged, Empowered, and we Execute every day in order to provide an exceptional experience for our customers! We are passionate about our organization and the value that we add every day. A successful candidate with National General will embody the 4Es. Our team is poised to outperform the competition. We are National General Insurance and with us you can be extraordinary! Come join our team!

Companies and Partners

Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.

In addition to a phenomenal career opportunity, National General Insurance offers an excellent benefits package including:

• Paid Training
• Medical, Dental, Vision benefits
• Wellness Programs
• Life and Short/Long Term Disability Insurance
• 401k w/ Company Match
• Company Paid Holidays & Generous Time-off policy
• Employee Discount Program
• Career Advancement and Development Opportunities
• On-site Healthcare Clinic (Winston-Salem and Cleveland offices)
• On-site Fitness Center (Cleveland and Dallas offices)
• Subsidized parking (Cleveland office)

National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.

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