CX Portfolio and Process Analyst

Company



American Modern Insurance Group



Location



Cincinnati
, United States

The CX Portfolio and Process Analyst will be responsible for driving a culture of continuous improvement within the American Modern CX Department. Through leading comprehensive continuous improvement initiatives, supporting department operations, and maximizing the impact of the tools leveraged by the CX team, this position aims to identify and help execute opportunities for efficiency and effectiveness.

Because the CX team also operates as a billable shared service across the broader GSI group, this role is also responsible for ensuring consistent delivery of these services to other GSI entities in support of continued growth in the CX Services offering. This includes collaboration across GSI and MunichRe central functions to ensure alignment of CX Services within the broader groups.

Responsible for managing the portfolio of pilots and initiatives across the CX department.

• Ensures a consistent framework is applied to departmental pilots/initiatives
• Provides assistance with deep dives into results and supports the analysis to gauge the effectiveness of the pilot/imitative
• Pressure tests assumptions made in development of the pilot or initiatives
• Assists with building and/or challenging of business cases
• Ensures execution and adoption of process changes
• Leverages agile framework to iteratively deliver value.

Responsible for leading Continuous Improvement projects.

• Engages with CX associates to identify pain points, including in depth root cause analysis
• Works cross-functionally with other American Modern functional areas to identify and execute potential solutions
• Ensures the improvements are executed in a timely manner
• Supports the development and deployment of standard work to optimize processes
• Reviews market trends and new business model reports to identify opportunities that assist the CX Department with the execution of its strategies

Supports change management for initiatives.

• Assesses change management requirements at project inception, leveraging the Change Management toolkit
• Engages CX team associates throughout project lifecycle to ensure requirements are being met. Last
• Monitors performance of tools and initiatives post execution and provides feedback to leadership to drive adoption

Required Technical skills

• Understands and applies Agile Concepts and Principles
• Understands and applies Lean Concepts and Principles
• Adapts quickly to various technologies and tools
• Able to analyze and understand data
• Strong Critical Thinking and Problem Solving Skills
• Able to manage multiple projects simultaneously
• Understanding of Customer Experience (CX) (Preferred)
• Understanding of Property-Casualty Insurance (Preferred)
• Agile Product Owner/Scrum Master Certification (Preferred)
• Lean/Six Sigma/Quality Certification (Preferred)

For this role we are not willing to provide sponsorship

At American Modern, a subsidiary of Munich Re, we see Diversity and Inclusion as a solution to the challenges and opportunities all around us. Our goal is to foster an inclusive culture and build a workforce that reflects the customers we serve and the communities in which we live and work. We strive to provide a workplace where all of our colleagues feel respected, valued and empowered to achieve their very best every day. We recruit and develop talent with a focus on providing our customers the most innovative products and services.

We are an equal opportunity employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.