Job Information
The Hartford Sr Consultant Performance Analytics in Chicago, Illinois
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.
This role will have a Hybrid work arrangement, with the expectation of working in an office location (Hartford, CT; Chicago, IL; Columbus, OH; and Charlotte, NC) 3 days a week (Tuesday through Thursday).
Responsibilities:
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
Qualifications:
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
Compensation
The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford’s total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is:
$88,150 - $132,225
Equal Opportunity Employer/Females/Minorities/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age
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Human achievement is at the heart of what we do.
We believe that with the right encouragement and support, people are capable of achieving amazing things.
We put our belief into action by ensuring individuals and businesses are well protected, and by going even further – making an impact in ways that go beyond an insurance policy.
Nearly 19,000 employees use their unique talents in careers that span a variety of disciplines – from developing the latest technology to creating and promoting our products to evaluating future financial risks.
We’re also committed to programs that drive education and support volunteerism, which put human beings first. We do it because it’s the right thing to do, and because when our customers, communities and employees succeed, we all do.
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