Sr Consultant Perf Analytics - GB07AE
We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.
The Customer Operations Data Science & Analytics team engineers end-to-end analytic and machine learning solutions to optimize operational efficiency & customer experience and utilizes all touchpoints generated by our customers on their omnichannel journey through The Hartford’s vast engagement ecosystem.
The Customer Operations Data Science & Analytics team is seeking a Senior Analyst to support analytics across the Contact Center Operations (CCO) Portfolio for Personal Insurance, Business Insurance and Claims Contact Centers. As a member of this team, this person will own the measurement and monitoring of key processes, identify root causes of performance variation, and drive continuous improvement within the supported organizations. Strong communication and relationship building skills are essential as this role interacts with a wide variety of Hartford teammates at all levels. The individual will partner with key Business, Strategy and Enterprise Data Services (EDS) stakeholders to identify and prioritize opportunities to optimize the Customer Experience and end-to-end customer journey across channels.
This role will have a Hybrid work schedule, with the expectation of working in an office (Columbus, OH, Chicago, IL, Hartford, CT or Charlotte, NC) 3 days a week (Tuesday through Thursday).

QUALIFICATIONS:

• 5+ years of relevant experience in a data or analytics role
• Bachelor’s degree preferred
• 1+ years of People leadership experience is required
• Demonstrated strong data analytics skills and familiarity with various tools used for data exploration, analysis and visualization
• SQL, Snowflake, Python, ThoughtSpot and Tableau experience required.
• Demonstrated ability to build and maintain strong partnerships across various orgs and levels
• Demonstrated problem solving, customer focus and change management skills
• Strong communication skills and ability to tailor story to different audiences is essential
• Ability to manage multiple projects concurrently, and to set priorities and plans to meet business goals and objectives
• Ability to lead without having formal authority and to work both independently as well as in a team environment
• Strong attention to customer needs and capability to translate into actionable solutions
• Strong process / continuous improvement skills are a plus
• Knowledge of statistical and data science methods, in particular, sampling methods, hypothesis testing, p-values, confidence intervals, and other concepts related to statistical significance are a plus
• Understanding of the Agile framework is a plus
• Experience supporting analytical work for Contact Center is a plus

• Build analytical frameworks, including dataset creation/enhancement, tooling, and automation to enable deeper and faster analytical delivery
• Synthesize and translate results into a compelling narrative to explain complex analytical work and associated recommendations to business senior leadership
• Anticipate & monitor organizational performance and provide insight and data analysis on key KPIs to business partners
• Recommend changes to KPIs and metrics as needed to drive change management and adoption
• Build trusted partnerships with key stakeholders and senior business leaders through continued collaboration, delivery of actionable business insights, and driving the evolution of analytical needs that align with business objectives
• Anticipate and monitor for potential unintended, indirect impacts of process change and operational stress
• Coordinate activities with cross-functional IT unit stakeholders (e.g., database, operations, telecommunications, technical support, etc.)
• Researches and evaluates alternative solutions and recommends the most efficient and cost-effective solution for the systems design
• Design and develop high quality, scalable software modules for next generation analytics solution suite
• Formulates logical statements of business problems and devises, tests and implements efficient, cost-effective application program solutions (e.g., codes and/or reuses existing code using program development software alternatives and/or integrates purchased solutions)
• Prepares visuals, charts, tables, tableaus or such to assist in analyzing problems, utilizing various business, scientific, engineering and mathematical techniques.