Job Description:
Job description/Responsibilities
- Manage and optimize ‘voice of the customer’ CX feedback program across all platforms
- Manage Closed loop feedback process by using Qualtrics ticket/action planning workflows and help grow awareness of the same
- Capable of end to end survey implementation including analysis
- Identify customer pain points and drive experience improvements by performing text and sentiment analysis.
- Capable of bringing together various research and statistical models such as natural language processing, data mining and text mining, to integrate customer sentiments with actionable business strategies.
- Link customer experience to business operations (Service metrics, Customer demographics, Org Changes and so on)
- Collaborate with the wider business to continuously improve our customer experience and customer understanding
- Analyze and cascade regular reports on customer insights to drive action and decision making
Skills
- Deep understanding of Qualtrics (Surveys, Custom Dashboards, Text IQ and Ticket workflows)
- Experience in primary research, secondary research and Analytics
- Good understanding of reporting tools, Advanced Excel and statistical analysis (Correlation, Regression and Value/Impact Analysis)
- Sound storytelling skills and ability to create impactful PowerPoint presentations.
- Excellent communication skills (both verbal and non-verbal)
- Excellent client management skills and able to work with multiple stakeholders and teams
Location:
This position can be based in any of the following locations:
Chennai, Gurgaon
Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday
Top Skills
What We Do
Who we are
Guardian makes a difference in the lives of people when they need us most. With over 160 years of stability and fiscal integrity, we are a trusted resource to generations of families and business owners, inspiring well-being and helping build financial confidence.
Today, we stand behind 29 million consumers, helping them prepare and plan for a bright future for themselves and their families. We help business owners care for their employees. And we help people recover and thrive in times of unexpected loss.
As a modern mutual insurance company, we believe in driving value beyond dividends. We invest in our colleagues and are building a progressive, innovative and inclusive culture. We uplift individuals and communities through thoughtful social and environmental programs.
What we stand for
In 1860, a community of immigrants joined together to insure and protect their businesses and families. They were guided by powerful ideals that we’ve continued to stand behind and evolved throughout the years: we do the right thing, we believe people count, we courageously shape the future together, and we go above and beyond for the people we serve.
Guardian employees embrace and live by these values every day. They remind us to put people at the heart of all we do so that we can help protect what matters most to you. Want to help bring these values to life? Join us for a rewarding career and the opportunity to shape the future.
Disclosures:
Financial information concerning Guardian as of December 31, 2022, on a statutory basis: Admitted assets = $76.0 billion; liabilities = $67.2 billion (including $55.0 billion of reserves); and surplus = $8.8 billion. Dividends are not guaranteed. They are declared annually by Guardian’s Board of Directors.
Guardian® is a registered trademark of The Guardian Life Insurance Company of America. © Copyright 2023 The Guardian Life Insurance Company of America 2023-156184 Exp. 5/25
