Customer Experience Analyst

Customer Experience Analyst

EquiTrust Life Insurance Company is a national carrier of competitive, client-friendly annuity products sold through a variety of distribution channels, including more than 20,000 independent agents and independent marketing organizations (IMOs). Since 2003, we have provided exceptional customer service to our clients by operating with integrity and passion. Our efforts are supported by a dedicated workforce who execute their responsibilities through teamwork and an entrepreneurial spirit. EquiTrust sells products nationwide and is headquartered in Chicago, Illinois, with operations in West Des Moines.

As a Customer Experience Analyst, you will help shape and enhance the customer experience across our annuity and life insurance business. By leveraging customer feedback, operational data, and journey insights, you will identify opportunities to improve service quality, strengthen customer relationships, and support retention efforts.

In this role, you'll collaborate closely with teams across Operations, Compliance, Marketing, Technology, and Customer Service to better understand customer needs, uncover trends, and drive meaningful improvements throughout the customer journey. We are looking for someone who is passionate about customer experience, data-driven decision-making, and continuous improvement, and who brings strong analytical, communication, and relationship-building skills to the team.

What You'll Do:

• Analyze customer experience data from multiple sources, including surveys, contact center interactions, digital platforms, and transaction data, to identify trends and improvement opportunities.
• Monitor and report on key customer experience metrics such as Customer Satisfaction (CSAT), Customer Effort (CE), and First Contact Resolution (FCR).
• Support Voice of the Customer (VoC) initiatives by collecting, interpreting, and synthesizing customer feedback from surveys, interviews, complaints, and other channels.
• Develop dashboards, reports, and visualizations that communicate insights and recommendations to business leaders and stakeholders.
• Conduct root cause analyses to identify drivers of customer pain points and service challenges.
• Partner with cross-functional teams to translate customer insights into actionable improvements that enhance customer and partner experiences.
• Benchmark customer experience performance against industry standards and emerging best practices.
• Document processes, workflows, and recommendations to support continuous improvement initiatives.
• Contribute to special projects and other department initiatives as needed.
• Foster a collaborative, inclusive, and customer-focused work environment aligned with company values.

What You'll Bring:

Education

• Bachelor's degree in Business, Marketing, Statistics, Insurance, or a related field; or an equivalent combination of education and experience.

Experience

• 3+ years of experience in customer experience, customer insights, business analytics, or a related field.
• Experience analyzing data and translating findings into actionable business recommendations.
• Experience creating reports, dashboards, and data visualizations using tools such as Tableau or Power BI.
• Experience communicating insights to diverse audiences, including business leaders and cross-functional teams.

Preferred Qualifications

• Experience in the life insurance, annuity, financial services, or other regulated industries.
• Familiarity with Voice of the Customer (VoC) platforms such as Qualtrics, Forsta, or InMoment.
• Experience supporting customer experience transformation, process improvement, or digital modernization initiatives.
• Understanding of insurance operations, products, and regulatory requirements.

Knowledge, Skills, and Abilities

• Strong analytical and problem-solving skills with the ability to interpret complex data and identify meaningful insights.
• Ability to present information clearly through storytelling, reports, dashboards, and presentations.
• Proficiency with Power BI, Tableau, Microsoft Excel, and other business reporting tools.
• Strong written, verbal, and interpersonal communication skills.
• Ability to build effective relationships and collaborate with stakeholders across all levels of the organization.
• Strong organizational skills with the ability to manage multiple priorities and meet deadlines.
• Ability to adapt to changing priorities and business needs.
• Demonstrated commitment to providing exceptional customer experiences.
• Ability to work independently while also contributing effectively within a team environment.

Physical Requirements

• Primarily sedentary work requiring extended periods of sitting and computer use.
• Frequent use of hands for keyboarding and other fine motor tasks.
• Ability to communicate effectively through speaking, listening, and written communication.
• Ability to view and interpret information on computer screens and written materials.
• Occasionally move about the office environment and lift or carry items up to 10 pounds.

Total Rewards: In addition to base pay, eligible employees may receive an annual discretionary incentive bonus and access to a competitive benefits package including:

• Medical, Dental & Vision coverage:
• 401(k) with Company Match
• Paid time off: Vacation, Sick, Holiday, and more
• Paid Parental Leave for both Mothers and Fathers
• Hybrid/Remote Work Options
• Early Friday Closure

EquiTrust is an Equal Opportunity Employer and participates in the U.S. Federal E-Verify program. Applicants have rights under federal and state employment laws. To learn more, visit EquiTrust Careers.