Customer Satisfaction Consultant

Erie Insurance; Erie (Erie County); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Health benefits

Pension

401(k) with company match

Paid time off

Job summary

Erie Insurance is seeking a senior analytics and program leadership professional to drive Customer Satisfaction and Integration initiatives. You will oversee end-to-end programs, turning strategy into actionable plans and coordinating with leadership across the enterprise.

The role requires strong problem-solving, stakeholder communication, and experience delivering complex projects within an insurance environment. Office-based with potential travel across field offices.

Qualifications

• Bachelor's degree and six years’ experience in analytics, continuous improvement, customer experience, or equivalent required
• Associate’s degree and eight years’ experience in analytics, continuous improvement, customer experience, or equivalent required
• High School Diploma and ten years’ experience in analytics, continuous improvement, customer experience, or equivalent required
• Strong knowledge of division functions and technology platforms required
• Strong knowledge of insurance operations required
• Strong knowledge of spreadsheet, database and word processing software required

Responsibilities

• Supports and participates directly in Customer Satisfaction and Integration initiative development, as the technical and business subject matter expert to project teams as they address issues, manage scope, mitigate risk, resolve resource contentions, and control budgets.
• Manages complex strategic initiatives to include the end-to-end process for Customer Satisfaction related initiatives.
• Identifies opportunities to transform program and business processes.
• Recommends effective, efficient solutions, identifies cost savings to maximize value.
• Implements critical change management initiatives on behalf of department and division management.
• Champions and monitors progress towards strategic planning goals and decisions made by management.
• Socializes ideas to key stakeholders, Makes presentations to senior and executive leadership.
• Consults, mentors and coaches project managers and other subject matter experts as needed to ensure success.

Skills

Analytics

Continuous improvement

Customer experience

Project management

Leadership

Education

Bachelor's degree

Associate’s degree

High School Diploma

Tools

Spreadsheet

Database

Word processing

Job description

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salary range is for thislevel and may vary based on actual level of role hired for

*This range represents a national range and the actual salary will depend on several factors including the scope and complexity of the role and the skills, education, training, credentials, location (State) based on ERIE's geographical differences, and experience of an applicant, as well as level of role for which the successful candidate is hired. Position may be eligible for an annual bonus payment.

At Erie Insurance, you’re not just part of a Fortune 500 company; you’re also a valued member of a diverse and inclusive team that includes more than 6,000 employees and over 13,000 independent agencies. Our Employees work in the Home Office complex located in Erie, PA, and in our Field Offices that span 12 states and the District of Columbia.

Benefits That Go Beyond The Basics

We strive to be Above all in Service® to our customers—and to our employees. That’s why Erie Insurance offers you an exceptional benefits package, including:

• Premier health, prescription, dental, and vision benefits for you and your dependents.Coverage begins your first day of work.
• Low contributions to medical and prescription premiums.We currently pay up to 97% of employees’ monthly premium costs.
• Pension. We are among the 2% of Fortune 500 companies to offer a traditional pension plan. Full-time employees are vested after five years of services.
• 401(k) with up to 4% contribution match.The 401(k) is offered in addition to the pension.
• Paid time off.Paid vacation, personal days, sick days, bereavement days and parental leave.
• Career development.Including a tuition reimbursement program for higher education and industry designations.

Additional benefits that include company-paid basic life insurance; short-and long-term disability insurance; orthodontic coverage for children and adults; adoption assistance; fertility and infertility coverage; well-being programs; paid volunteer hours for service to your community; and dollar-for-dollar matching of your charitable gifts each year.

Position Summary

Leads the development, communication, and implementation of Customer Satisfaction and Integration strategic programs to optimize ERIE’s customer centric mindset and capabilities. Assists and advises key stakeholders to ensure the successful execution of divisional and enterprise initiatives. Assists in defining measurable problem statements with process and data analysis designed to deliver high customer and business impact. Leads or facilitates change management and/or business support for technology platforms.

The ideal candidate will be a strong problem solver who can turn strategy into action and manage complex projects from beginning to end. They will effectively lead change, influence key stakeholders, and communicate clearly and confidently with leadership across the enterprise.

Duties and Responsibilities

• Supports and participates directly in Customer Satisfaction and Integration initiative development, as the technical and business subject matter expert to project teams as they address issues, manage scope, mitigate risk, resolve resource contentions, and control budgets.
• Manages complex strategic initiatives to include the end-to-end process for Customer Satisfaction related initiatives.
• Identifies opportunities to transform program and business processes.
• Recommends effective, efficient solutions, identifies cost savings to maximize value.
• Implements critical change management initiatives on behalf of department and division management.
• Champions and monitors progress towards strategic planning goals and decisions made by management.
• Socializes ideas to key stakeholders, Makes presentations to senior and executive leadership.
• Consults, mentors and coaches project managers and other subject matter experts as needed to ensure success.

The first four duties listed are the functions identified as essential to the job. Essential functions are those job duties that must be performed in order for the job to be accomplished.

Regular and predictable attendance is an essential job function. For certain positions at ERIE, including leadership roles, regular and predictable onsite presence may also be an essential job function based on business and operational needs.

This position description in no way states or implies that these are the only duties to be performed by the incumbent. Employees are required to follow any other job-related instruction and to perform any other duties as requested by their supervisor, or as become evident.

Capabilities

• Customer Focus
• Nimble Learning
• Values Diversity
• Decision Quality
• Ensures Accountability
• Self-Development

Qualifications

Minimum Educational and Experience Requirements

• Bachelor's degree and six years’ experience in analytics, continuous improvement, customer experience, or equivalent required; or
• Associate’s degree and eight years’ experience in analytics, continuous improvement, customer experience, or equivalent required; or
• High School Diploma and ten years’ experience in analytics, continuous improvement, customer experience, or equivalent required; or

Additional Experience

• Strong knowledge of division functions and technology platforms required.
• Strong knowledge of insurance operations required.
• Strong knowledge of spreadsheet, database and word processing software required.
• Degrees Preferred: Business, Analytics, or Information Technology.

Physical Requirements

• Climbing/accessing heights; Rarely
• Driving; Rarely
• Lifting/Moving 0-20 lbs; Occasional (<20%)
• Lifting/Moving 20-50 lbs; Occasional (<20%)
• Ability to move over 50 lbs using lifting aide equipment; Occasional (<20%)
• Manual Keying/Data Entry/inputting information/computer use; Often (20-50%)
• Pushing/Pulling/moving objects, equipment with wheels; Occasional (<20%)