Experience Insights Analyst

Experience Insights Analyst

This is a hybrid role. Qualified candidates must be able to commute to either the Cleveland Service Center or the New York Home Office at least once per week. Candidates are ideally located within 50 miles of one of these offices.

Role Overview

The Experience Insights Analyst is responsible for identifying, analyzing, and supporting the prioritization of advisor and client experience opportunities across key service and operational journeys. This role shifts the organization from a traditional call-monitoring approach to a journey-centric insight model focused on improving ease of doing business, reducing friction, and driving measurable business outcomes.

The role combines experience analysis, operational insight generation, and cross-functional partnership to identify root causes of breakdowns and influence enterprise-wide improvements.

This individual will partner closely with Quality, Training, VoC, and business leaders to ensure experience insights support actionable improvements.

What You'll Do

• Experience Insight Generation
• Analyze advisor and client journeys to identify friction points, breakdowns, repeat contacts, rework loops, and service inefficiencies
• Translate interaction signals and operational data into actionable business insights
• Support journey-level root cause analysis across service experiences
• Identify emerging themes, high-risk experience patterns, and opportunities for operational improvement
• Prioritize insights based on customer impact, advisor effort, operational risk, and business value
• Journey & Experience Analysis
• Evaluate end-to-end experiences rather than isolated interactions
• Focus on key journeys such as:
• Sales-to-service handoffs
• New business and NIGO experiences
• Advisor servicing journeys
• Claims and escalations
• Follow-up and status call drivers
• Support the development and maintenance of experience questions, success measures, and insight priorities for assigned journeys
• Signal Capture & Insight Development
• Utilize targeted sampling models and interaction reviews to capture experience signals
• Conduct targeted call and interaction studies focused on understanding why experiences break down
• Leverage qualitative and quantitative data to validate themes and recommendations
• Develop concise, executive-level insight summaries and recommendations
• Cross-Functional Partnership
• Partner with Operations, Service, Quality, Training, Process Owners, and Leadership teams to drive action planning
• Support insight review sessions and root cause discussions with business stakeholders
• Support governance processes that connect insights to actions and measurable outcomes
• Reporting & Business Impact
• Create dashboards, summaries, and executive-ready insight presentations
• Track actions, improvement initiatives, and outcome effectiveness
• Measure trends related to:
• Advisor effort
• Repeat contacts
• Rework
• Service effectiveness
• Ease of doing business
• Demonstrate linkage between insights and business outcomes

What You'll Bring

Experience in customer experience, insights, analytics, quality, or service operations.

Strong analytical and problem-solving skills

Experience translating data into actionable business recommendations

Ability to collaborate effectively across teams and stakeholders

Strong written and verbal communication skills

Experience working with operational data, interaction analysis, and customer feedback

Familiarity with call analytics, speech analytics, or interaction intelligence tools

Experience building operational reporting models

Experience supporting cross-functional initiatives or projects

Critical Skills

Analytical thinking

Journey-centric problem solving

Root cause analysis

Executive storytelling

Data interpretation

Operational awareness

Influence and collaboration

Prioritization and decision-making

Experience design mindset