Customer Center Operations Analyst - Life Insurance

The work we do has an impact on millions of lives, and you can be a part of it.We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.
We are seeking a detail-oriented and strategic Customer Operations Analyst to join our Life Insurance Customer Experience (CX) Operations team. This role plays a critical part in ensuring operational readiness, driving process improvements, and supporting cross-functional initiatives. You will collaborate with IT, business units, and leadership to implement system upgrades, resolve issues, and manage product and process enhancements. This is a highly analytical and project-driven role that requires strong communication, problem-solving, and leadership skills.

Key Responsibilities

• Lead and support process improvement initiatives across CX operations.
• Document business requirements, conduct user-acceptance testing, and ensure operational readiness.
• Collaborate with IT and business managers to resolve system issues and implement upgrades.
• Analyze operational data to identify trends, opportunities, and actionable insights.
• Manage and execute projects, maintaining timelines and ensuring team alignment.
• Support new and acquired product implementations by identifying system and process needs.
• Maintain deep knowledge of departmental systems and their business impact.
• Facilitate knowledge transfer and training to ensure smooth adoption of changes.

Skills, Abilities, and Knowledge Required

• Strong analytical and problem-solving skills.
• Excellent written, verbal, and presentation communication.
• Proficiency in Microsoft Office tools (Excel, Word, PowerPoint).
• Ability to manage multiple assignments and meet deadlines.
• Strong organizational skills and attention to detail.
• Effective time management and self-starter mindset.
• Ability to communicate complex information to diverse audiences.
• Adaptability to changing business conditions and innovation-driven mindset.
• Experience in change management and process re-engineering.
• Ability to maintain confidentiality and handle sensitive data.
• Demonstrated experience with process improvement and project management.

Qualifications

• Bachelor’s Degree in Business Administration, Computer Science, Operations Management, or a related field; or equivalent industry experience.
• 3 years in a similar operations or analytical role; financial services or life insurance/annuity experience preferred.
• Minimum 1 year of experience in a research or data analysis role.

Employee Benefits:  We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health.  Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.   
Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.
Accommodations for Applicants with a Disability:If you require an accommodation to complete the application and recruitment process due to a disability, please email martina.winston@protective.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.
Please note that the above email is solely for individuals with disabilities requesting an accommodation.  General employment questions should not be sent through this process.
We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.