Principal AI Customer Experience Analyst

Principal AI Customer Experience Analyst

Requirements

• Bachelor’s degree in computer science, Information Systems, Marketing, or a related field.
• Experience in data analysis, customer insights, web analytics, and digital marketing.
• Proficiency with analytics tools such as Google Analytics, Adobe Analytics, or similar.
• Proven experience in analyzing customer data and generating insights.
• Expertise in programming languages like SQL (complex queries), Python, Scala.
• Proficient in integrating diverse data sets from multiple platforms to derive valuable insights.
• Data Mappings, Functional Specs, Data Design/ Data Modeling, Data Visualization and Analytics (Tableau, ThoughtSpot), Data Warehousing and Data Analysis (Oracle, SQL, PL/SQL, SCDs).
• Exposure to Machine Learning: Recommender systems, dimensionality reduction & unsupervised learning, linear methods, tree-based & non-parametric methods.
• Cloud/Big Data: AWS, GCP big query, Spark, Airflow.
• Exposure to Statistical Methods: MCMC/Empirical Bayes, A/B & hypothesis testing, experiment design, bandit methods.
• Visualization: matplotlib/seaborn, plotly, Tableau.
• Strong critical thinking and analytical skills.
• Excellent communication skills to explain complex data to non-technical stakeholders.
• Ability to work collaboratively in a team environment.
• Detail-oriented with a focus on accuracy and data integrity.

Responsibilities

• Develop a deep understanding of our diverse customer segments and the digital channels they utilize (web, mobile, text, chat/chatbot, email, etc.).
• Investigate the complete customer journey, identifying unmet needs and opportunities for enhancing digital channel usage.
• Discover insights, trends, patterns and friction points that will enable The Hartford to promote and drive digital engagement, usage and adoption.
• Work with the data engineering teams to build comprehensive customer data domains and products to enable 360-degree view on customer experience.
• Facilitate the accessibility of digital/customer data to support other analytic functions and business partners across The Hartford, operating in a matrixed capacity.
• Encourage a culture of curiosity and continuous improvement within the team.
• Provide insights related to The Hartford’s digital and connect platforms (web, mobile, text, chat/chatbot, email, calls etc.), which are used by millions of users and represent a significant growth area for the company.
• Connect insights from various data sets to effectively tell the story of the customer.
• Develop and maintain dashboards and reports for key stakeholders.
• Communicate complex digital customer data journey in a clear and concise manner to non-technical stakeholders.
• Champion the development and enhancement of our robust customer data ecosystem at The Hartford.
• Drive a pivotal area to advocate for and enable the build and maturity of the customer domain, integrating data from various systems.
• Lead a team of digital and customer analysts, provide technical guidance and mentorship.
• Leverage AI techniques to analyze large datasets, uncover hidden patterns, and provide data-driven recommendations for improving customer experience.
• Work with cross-functional teams to determine and achieve business objectives.
• Stay up to date with industry trends and implement best practices.

Preferred Qualifications

• Previous experience in a customer experience or related role.
• Familiarity with cloud platforms such as AWS or GCP.
• Experience with big data tools like Spark and Airflow.
• Proficiency in data visualization tools like Tableau or Plotly.
• Knowledge of statistical methods and experiment design.
• Proven track record of driving business growth through data-driven insights.
• Familiarity with creating and maintaining customer journey maps.
• Experience with Voice of the Customer programs and methodologies.
• Proficiency in advanced analytics techniques and tools.