Sr. Customer Data Analyst - Hybrid Position

For over a century, the Workers' Compensation Insurance Rating Bureau of California (WCIRB) has been California's trusted, objective provider of actuarially based information and research, advisory pure premium rates and educational services integral to a healthy workers' compensation system. The WCIRB is a California unincorporated, private, nonprofit association comprised of all companies licensed to transact workers' compensation insurance in California. The operations of the WCIRB are funded primarily by membership fees and assessments; no state money is used to fund its operations. The WCIRB is a stable company and a proven leader in the workers' compensation insurance industry nationwide.

The WCIRB performs a number of functions to accurately measure the cost of providing workers' compensation benefits and ensure a healthy workers' compensation system. To learn more about our company, please visit About Us | WCIRB California. The WCIRB employs approximately 175 people with the average tenure of over 10 years. We are committed to fostering a healthy, safe and diverse work environment leading to a dedicated, collaborative and innovative workforce This is a hybrid position where approximately 40% of the work time is spent at the home office in Oakland, California.

The Sr. Customer Data Analyst (CDA) creates a comprehensive view of how customers engage with the WCIRB and how they find value in our products and services. This role is responsible for developing customer data analytics and reporting to support strategic Customer Experience efforts. The Sr. CDA will help operationalize data collection and aggregation to provide meaningful customer insights across the organization.

The Sr. CDA will conduct systematic analysis of business needs and customer data, collaborating with internal teams to identify opportunities for operational improvements, workflow automation, enhanced reporting and website performance monitoring. They will partner with business units and IT to design, develop, and test data solutions that improve engagement tracking, customer insights, and internal decision-making. The Sr. CDA will ensure data accuracy and integrity while supporting cross-functional teams with reporting, process enhancements, and automation opportunities using ClickDimensions, Google Analytics, Looker Studio, Microsoft Dynamics 365, Power BI and Power Automate.

This role is responsible for:

• Customer Experience Data Management & Reporting - Maintaining and normalizing customer data across WCIRB's platforms while expanding insights, reports, and dashboards.
• Customer Insights & Voice of the Customer (VoC) - Supports the VoC strategy by aggregating survey results, analyzing customer-submitted data, and identifying new reporting opportunities to enhance stakeholder understanding of customer trends, and tracking customer experience KPIs.
• Process & Technology Optimization - Using flows and automation tools to enhance data collection, streamline workflows, and improve reporting accuracy.
• Cross-Functional Collaboration & Stakeholder Engagement - Partnering with business units, IT, and stakeholders to align data insights with strategic Customer Experience initiatives.

Essential Duties and Responsibilities:

• Enable effective customer outreach and engagement strategies by providing key data insights. Collect and maintain complete and accurate customer data by updating and normalizing data fields across all WCIRB platforms, both internally and with vendors
• Build a comprehensive view of the Customer by building horizontal and vertical reporting capacity across customer segments and WCIRB platforms, tools and applications
• Support customer experience reporting initiatives, to create dashboards, automated reports, and data visualizations
• Analyze product and service utilization to identify opportunities for increasing awareness and improving customer engagement
• Support the WCIRB's Voice of the Customer (VoC) strategy, aggregating survey results, customer-submitted data, and trends to provide actionable insights. Develop new reporting solutions to enhance stakeholder understanding of customer needs and behaviors.
• Develop and maintain key performance indicators (KPIs) to measure the effectiveness of customer engagement, outreach, and education efforts.
• Create reports and insights necessary to understand customer behaviors and business needs, ensuring data is effectively socialized across the Bureau
• Automate data collection and reporting processes using Power Automate and other tools to improve efficiency and accuracy.
• Perform as-is and to-be analysis on business process, workflows or systems and data flows, and recommend quality improvement opportunities during the project planning and requirements gathering phases. Propose ideas for reports, dashboards, data analysis and how to represent data in the most efficient and effective way
• Propose and implement reporting enhancements, dashboards, and data visualizations to optimize customer engagement tracking
• Manage website performance monitoring tools, analyzing Customer engagement data to identify and address performance issues, and ensuring an optimal user experience.
• Produce appropriate requirements artifacts such as Business Requirements Document (BRD), use cases, diagrams, logical design, screen mock-up, user guides and training materials
• Define and manage the functional specifications mapping documents in support of Customer Experience objectives
• Act as the liaison and data domain-knowledge expert between the end users (Member insurers), business partners and IT
• Create a comprehensive Quality Assurance Plan with different test scenarios, cases and scripts. Execute test plans, test scripts and test cases, and ensures that quality meets design specifications prior to user testing. Secures appropriate approvals
• Provide training and guidance to internal teams, helping them leverage analytics tools and reporting platforms to support customer engagement
• Manage and/or coordinates Customer Experience projects and end user training, working with assigned project team and identified resources
• Conduct training and provides guidance and direction for new WCIRB customer experience products, tools, and/or services

Qualifications

The individual must be able to perform each essential duty in order to perform the job successfully. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

General Requirements

• Bachelor's degree in Mathematics, Computer Science, or Information Technology or equivalent experience.
• 6+ years of IT experience in data analytics, reporting, and business intelligence required;, with knowledge of insurance data and regulations preferred.
• 4+ years of experience in business process and systems data analysis, including requirements elicitation, data warehouse design, and business intelligence development and implementation.
• 4+ years of hands-on experience working with major databases, including SQL, and utilizing data modeling tools, query tools, and process flow diagrams.
• 3+ years of experience in logical data modeling, data querying, and data profiling, including the development of reports, dashboards, ad-hoc queries, and data packages.
• 3+ years of experience analyzing and implementing data security requirements in a business intelligence environment and developing system UI mock-ups to convey conceptual solutions.
• Proficiency in data management and analytics tools, including Microsoft Dynamics 365 for CRM and workflow automation; SharePoint, Power BI and Looker Studio for data visualization and reporting; Power Automate for process automation; ClickDimensions for marketing analytics.
• Experience in website performance reporting and monitoring, with the ability to analyze and optimize user experience.
• Excellent collaborative skills, with the ability to work independently or as part of a team, ensuring timely, accurate, and insightful reporting.
• Excellent oral, written, and presentation skills, with the ability to communicate complex data insights clearly to non-technical stakeholders.
• Strong ability to prioritize and execute tasks in a fast-paced environment, demonstrating ownership and accountability.
• Experience creating, mapping, and documenting data flows within an organization, including source-target mapping, transformation rules, and process optimization.
• Familiarity with various project and software development life cycles, including Agile methodologies.
• Experience as a product owner, with a focus on customer engagement and analytics, is desired.

Our employees enjoy a state of the art, energy-efficient, open work environment that nurtures collaboration and creativity. At the WCIRB, we go the extra mile to keep our employees happy and healthy. Our perks include:
Hybrid work environment (40% onsite 60% remote)
Medical, dental and vision benefits
Competitive PTO Program
401K and pension plan
Annual incentive plan
Social activities
Wellness reimbursement
Community volunteer involvement

Please note that the WCIRB has enacted a mandatory COVID-19 vaccine requirement for all employees. Proof of full vaccination or an approved exemption or deferral is required of all employees, including new hires.

Additional note: the WCIRB is moving! We will be in our new home in San Francisco in early June! Location is steps from Montgomery Street BART entrance.