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Customer Experience Analyst - Marketing/Agency Relations

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Job ID: 1008341
Date Posted: Aug 31, 2023
Department ID: F00800
Company: FICOH, LTD

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Job Description

Marketing Statement

First Insurance Company of Hawaii, Ltd. was founded in 1911 and is the oldest and largest property and casualty insurer domiciled in Hawaii. A member of the Tokio Marine North America (TMNA) group of companies, First Insurance enjoys an “A+” (superior) rating from A.M. Best Co. and has been named one of the nation’s top 50 property and casualty insurance companies by The Ward Group six years in a row. Proud of its broadly experienced, service-oriented staff, First Insurance employs more than 300 insurance professionals and distributes its products through 29 independent general agencies.


Typical duties include but are not limited to:

  • Track, analyze, and articulate customer insights by leveraging survey and other available data. This position, in collaboration with key stakeholders across the organization will help to create plans that improve the customer experience to keep FICOH positioned to achieve our financial goals.
  • Serve as the primary power user for Forsta platform. Update existing surveys, program new surveys, run/create reports as needed for the entire organization.
  • Review, reconcile and validate customer experience data as necessary to ensure completeness and accuracy. Analyze quantitative and qualitative data from available sources to identify customer pain points and potential root cause improvements.
  • Share data and insights with key stakeholders and collaborate with them to develop appropriate solutions and/or recommendations for implementation and maintenance. Assist with the development of proposals and presentations that evaluate the potential benefit of various CX initiatives.
  • Maintain, run / refresh, and distribute various internal and external reports.
  • Other duties as assigned.


Qualifications / Experience:

  • 4 year College degree or equivalent work experience in Customer Experience or Analyst role
  • Minimum 1 year experience in CX or as an analyst with responsibilities focused on reporting and data analysis, and/or defining, tracking, measuring, and reporting on CX metrics
  • Basic proficiency in Microsoft Office Word, Excel, Outlook, and PowerPoint
  • Strong analytical, critical thinking, and problem-solving skills
  • Excellent attention to detail


Preferred Qualifications:

  • Intermediate to advanced skills in Excel and PowerPoint

EEO Statement

Tokio Marine Group of Companies (including, but not limited to the Philadelphia Insurance Companies, Tokio Marine America, Inc., TMNA Services, LLC, TM Claims Service, Inc. and First Insurance Company of Hawaii, Ltd.) is an Equal Opportunity Employer.  In order to remain competitive we must attract, develop, motivate, and retain the most qualified employees regardless of age, color, race, religion, gender, disability, national or ethnic origin, family circumstances, life experiences, marital status, military status,  sexual orientation and/or any other status protected by law. 

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