Insurance Ops Specialist — CX & Process Improvement

American Family Insurance; United States; Hybrid; USD 62,000 - 103,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401(k) retirement plan

Pension plan and annual incentive

9 paid holidays and PTO (23 days)

Student loan repayment program

Paid-family leave

Hybrid work model

Job summary

American Family Insurance is seeking an experienced analyst to provide operational support with expertise in quality assurance, knowledge management, and workflow analysis. The role focuses on improving customer experiences by leveraging data and cross-functional collaboration.

In this hybrid position, expect to work in Madison, WI, with relocation support available for eligible candidates. The candidate will develop training strategies, communicate findings to leadership, and design solutions

Qualifications

• Experience delivering customer-driven solutions.
• Solid knowledge of insurance or contact center operations.
• Experience resolving complex customer experience issues.
• Extensive knowledge of insurance or contact center technology, billing and policy systems, policy contracts, and state regulations.
• Proficiency with MS Office products.
• Strong professional business writing skills.
• Experience with process improvement methodologies.

Responsibilities

• Assist in achieving operational objectives with efficient work design and policy knowledge.
• Serve as subject matter expert and liaison for internal and external partners.
• Collaborate to develop distinctive customer experiences for target groups.
• Design and lead test-and-learn initiatives to improve business problems and customer experiences.
• Coordinate with research areas to gather data for CX improvements.
• Analyze customer data to identify opportunities for CX improvements.
• Develop and monitor standards across people, processes, and technology.

Skills

Customer-focused

Insurance knowledge

Contact center operations

Insurance systems

MS Office

Business writing

Process improvement

Job description

American Family Insurance is seeking an experienced analyst to provide operational support with expertise in quality assurance, knowledge management, and workflow analysis. The role focuses on improving customer experiences by leveraging data and cross-functional collaboration.

In this hybrid position, expect to work in Madison, WI, with relocation support available for eligible candidates. The candidate will develop training strategies, communicate findings to leadership, and design solutions