Senior Experience Analyst

Division or Field Office:

Customer Experience Division

Department of Position: Services Port & Prgm Mgmt Dept 

Work from:

Erie Home Office Salary Range:

$86,954.00 - $138,899.00 *

salary range is for this level 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, 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 one of only 13 Fortune 500 companies to offer a traditional pension plan. Full-time employees are vested after five years of service.
• 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 complex insight and analysis efforts into business processes, sponsor delegate and voice/vision/strategy for experience, customer journeys, and develops recommendations for optimizing business results. Helps define clear measurable problem statements with process and data analysis designed to deliver high customer and business impact. Perform duties in one or more of the following disciplines: Business Intelligence, Customer Centric Design, User Experience, Lean Six Sigma and moderate to high complexity Project Management.

This role will be performing as a Product Owner within the Omnichannel Communication Program in the Services Portfolio focusing on self-servicing capabilities and experience for Agents and Customers within ERIE’s Online Accounts, Mobile App, and Agent Exchange.

A Product Owner is the business representative on a delivery team and leads the team in executing the development of a product or service to meet the product vision and achieve customer outcomes. They guide product or service implementations and ensure the team is working on the right priority items to maximize business value. The Product Owner possesses an in-depth knowledge of the goals and desired objectives of the product/service domain and acts as the first authority for decisions regarding priority, business value, and functionality.

• Product Owner experience, knowledge of Agile frameworks and mindset, and iterative and outcome-focused planning abilities are strongly preferred.
• The hiring manager will also consider candidates for Experience Analyst II (F11). Level of position offered will be based upon the depth and breadth of selected candidate's experience and qualifications.

Duties and Responsibilities

• Leads and drives generative and evaluative research planning.
• Conducts research, generates comparisons, draws conclusions, makes recommendations and validates solutions to effect transformational change.
• Assists in developing