Digital Customer Experience Analyst

We are looking for a Digital Customer Experience Analyst to support the ongoing performance, maintenance, and optimization of Specialty digital assets. This role serves as a key connection point between the business and IT teams, ensuring digital platforms remain stable, user-friendly, and aligned with business needs.

The ideal candidate will provide production support, troubleshoot digital issues, support testing activities, monitor system performance, and contribute to a positive website experience for agents and users.

Responsibilities:

• Monitor and support Specialty digital platforms for stability and high performance.
• Troubleshoot browser, authentication, and website-related issues.
• Liaise between business stakeholders and IT teams.
• Analyze business needs and identify technology solutions.
• Support testing activities and validate system releases.
• Track and report on digital platform performance.
• Create and maintain documentation, training materials, and process documentation.
• Ensure compliance with quality assurance standards and procedures.

Requirements:

• 1-3 years of experience in a related field.
• Experience with digital customer experience, production support, business applications, or website support.
• Advanced English proficiency.
• High school diploma or equivalent; Bachelor's degree preferred.
• Experience in insurance, underwriting, Specialty Lines, or related business areas.
• Strong PC and browser knowledge.
• Basic proficiency with Microsoft Office Suite.
• Basic experience with system monitoring tools.
• Troubleshooting and communication skills.
• Analytical, documentation, and problem-solving skills.

Benefits:

• Competitive salary and performance-based bonuses.
• Comprehensive benefits package.
• Career development and training opportunities.
• Flexible work arrangements.
• Dynamic and inclusive work culture.
• Private Health Insurance.
• Pension Plan.
• Paid Time Off.
• Training & Development.