FBS-Digital Customer Experience Analyst

Stellenbeschreibung:

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

Requirements

About The Role

We are looking for a Digital Customer Experience Analyst to support the ongoing performance, maintenance, and optimization of Specialty digital assets. This role serves as a key connection point between the business and IT teams, helping ensure digital platforms remain stable, user-friendly, and aligned with business needs.

The ideal candidate will provide production support, troubleshoot digital issues, support testing activities, monitor system performance, and contribute to a positive website experience for agents and users. This position requires strong analytical skills, attention to detail, and the ability to translate business challenges into actionable technology solutions.

What You'll Do

Monitor and support Specialty digital platforms to ensure stability and high performance.
Troubleshoot browser, authentication, and website-related issues.
Act as a liaison between business stakeholders and IT teams.
Analyze business needs and help identify technology solutions.
Support testing activities and validate system releases.
Track and report on digital platform performance.
Create and maintain documentation, training materials, and process documentation.
Ensure compliance with quality assurance standards and procedures.

Requirements

1 to 3 years of experience in a related field preferred.
Experience with digital customer experience, production support, business applications, or website support is preferred.
Advanced English proficiency required.
High school diploma or equivalent required. Bachelor’s degree preferred.
Experience in insurance, underwriting, Specialty Lines, Farmers, Foremost Specialty, or related business areas is preferred.
Strong PC and browser knowledge at an intermediate level.
Basic proficiency with Microsoft Office Suite.
Basic experience with system monitoring tools preferred.
Ability to troubleshoot technical issues and communicate effectively with business and IT stakeholders.
Strong analytical, documentation, and problem-solving skills.
Attention to detail and ability to support testing, quality assurance, and release readiness activities.
Insurance industry knowledge is a plus.