Voice of the Customer Senior Data Analyst

Overview: 

This role would own voice and text analytics and insights. This would include sourcing, managing, structuring, and analyzing large amounts of structured and unstructured data from multiple sources including websites, apps, voice analytics, and third-party data vendors. Techniques include building automated data pipelines, web scraping, identifying trends and patterns in unstructured data, automated quality assurance and developing high-quality data visualizations and analytics solutions. 

Responsibilities:

• Build complex data models that transform raw information into actionable business insights. 

• Web scraping, analysis, and automation of unstructured data flows.  

• Create intuitive dashboards and reports that simplify data comprehension across all organizational levels. 

• Troubleshoot and resolve data-related issues proactively. 

• Subject Matter expert in extracting data from VOC/CX systems such as Voice Analytics and Automated Quality Management and Datawarehouse to illustrate easily digestible trends and results of actions. 

• Implement enhancements to VA categories and Automated Quality Assurance Form Designer to uncover and promote insights.  

• Collaborate with teams to identify and bridge gaps in voice of the customer offerings. 

• Conduct thorough exploratory data analysis to ensure quality and consistency. 

• Maintain a state of constant communication and collaboration.  

• Root cause and driver analysis 

• Participate in a company-wide customer success motion through content, and data to and from stakeholder organizations. 

• Support the development a customer lifecycle model that ensures value realization and has a measurable impact on customer outcomes. 

Qualifications: 

• 5+ years of relevant experience. 

• AWS expertise Experience with tools like Lamda, Sagemaker and notebook jobs. 

• Expert-level proficiency in Power Bi or Tableau (data modeling, DAX, Power Query, Power BI Service). 

• Strong understanding of data warehousing concepts and integration techniques. 
• Experience managing large, complex datasets from multiple sources. 
• Bachelor’s degree in computer science, statistics, Information Systems, or related field

Perks and Benefits

• 4 weeks accrued paid time off + 9 paid national holidays per year
• Free onsite gym at our Boston Location
• Tuition Reimbursement 
• Low cost and excellent coverage health insurance options that start on Day 1 (medical, dental, vision)
• Robust health and wellness program and fitness reimbursements
• Auto and home insurance discounts
• Matching gift opportunities
• Annual 401(k) Employer Contribution (up to 7.5% of your base salary)
• Various Paid Family leave options including Paid Parental Leave
• Resources to promote Professional Development (LinkedIn Learning and licensure assistance)
• Convenient location directly across from South Station and Pre-Tax Commuter Benefits

About the Company

The Plymouth Rock Company and its affiliated group of companies write and manage over $2 billion in personal and commercial auto and homeowner’s insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 1,900 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of “A-/Excellent”.

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