Principal AI Customer Experience Analyst

About the position We are seeking visionary Principal AI Customer Experience Analyst to join our team and lead our efforts in delivering data driven decisions that will guide The Hartford in designing and delivering exceptional omnichannel experience. In this role, you will play a crucial part in understanding and optimizing the digital experiences of our customers across various channels.

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.).
• 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.
• 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.

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.
• Experience with 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.
• Familiarity with Cloud/Big Data: AWS, GCP big query, Spark, Airflow.
• Exposure to Statistical Methods: MCMC/Empirical Bayes, A/B & hypothesis testing, experiment design, bandit methods.
• 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.

Nice-to-haves

• 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.

Benefits

• Short-term or annual bonuses
• Long-term incentives
• On-the-spot recognition

Apply tot his job Apply To this Job