Hiring: Customer Experience Analyst Company: Security First Insurance Location: Ormond Beach, FL Job Posted Time: 2026-09-10 11:28:50 Target Skills & Keywords : Chef, Quality Assurance About the job Required Skills: •Own and manage Customer Support VoC programs, including customer surveys, feedback analysis, reporting, and follow-up activities. •Develop dashboards, reports, and actionable insights to support Customer Support leadership decision-making. •Conduct quality reviews of customer interactions across email, chat, and phone channels to evaluate service quality and identify improvement opportunities. •Facilitate QA calibration activities and partner with leadership to improve performance consistency. •Administer the customer and agent support portal, including issue intake, tracking, reporting, and coordination of urgent system fixes. •Analyze customer feedback and operational data to identify trends, service gaps, and opportunities to enhance the customer experience. •Partner with Customer Support leadership, Learning & Development, and other business areas to implement process improvements, training resources, and performance support materials. •Promote adherence to established procedures, company policies, and regulatory requirements while maintaining strict confidentiality standards. Qualifications: •High School Diploma or equivalent •Two (2) years’ experience in customer experience, quality assurance, contact center, or customer service •OR an equivalent combination of education, certification, training, and/or experience •Florida property & casualty (P&C) 440 license or ability to obtain within 90 days of employment •Insurance industry designations or trade certifications as required •May be required to possess a valid state of Florida driver’s license •Why You'll Love Working Here •We're serious about our work but we also believe work should be enjoyable. •Beautiful walking trail around our offices •Team Member appreciation events throughout the year Compensation: •Competitive benefits and rewards package •Competitive benefits package including medical, dental, vision, paid time off, 401(k), and more Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!