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CX Analyst

Overview

AP Intego’s mission is to provide small business owners peace of mind so they can pursue their dreams. Every day, we’re inspired by one simple idea: that it should be easy and delightful for small businesses to find and manage the right insurance coverage for their needs. As the CX Analyst at AP Intego, you will use various data sources (i.e. NPS, CSAT, surveys, and user research) to identify opportunities to improve the customer experience.

Here’s what you’ll do day to day:

  • Own our company-wide monthly “Voice of the Customer” insights update
  • Deep dive into customer experience quantitative and qualitative data, including NPS, CSAT, and user research
  • Utilize data to find trends in customer pain points
  • Engage with our customers to gain qualitative feedback
  • Collaborate with business analysts on customer survey design and reporting needs
  • Continuously identify opportunities for an improved customer experience

Here’s what we are looking for:

  • Possess a passion to deliver a data-driven story for what our customers want and need
  • Bachelor’s degree or equivalent practical experience
  • 3+ years of experience in analytics or customer research
  • Ability to work effectively cross-functionally in order to achieve strategic goals
  • Excellent written and verbal communication skills
  • Experience working in a contact center environment a plus

About AP Intego

AP Intego’s mission is to give small business owners peace of mind so they can pursue their dreams. By making insurance easy to understand, to use and to pay for, AP Intego is combining insurance know-how with the latest technology to reimagine the insurance experience for small businesses. Founded in 2006, AP Intego has offices in Waltham, MA, Rochester, NY and Denver, CO. We offer an amazing combination of compensation, benefits and opportunity for outstanding individuals to thrive in a vibrant, entrepreneurial environment.

Equal Opportunity Employer

AP Intego Insurance Group LLC is an equal opportunity employer; applicants are considered for all roles without regard to race, color, religious creed, gender, gender identity, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.

 

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