Founded in 1985, SelectQuote provides solutions that help consumers protect their most valuable assets: their families, health and property. The company pioneered the model of providing unbiased comparisons from multiple, highly rated insurance companies allowing consumers to choose the policy and terms that best meet their unique needs. Two foundational pillars underpin SelectQuote’s success: a strong force of highly trained and skilled agents, who provide consultative needs analysis for every consumer, and proprietary technology that sources and routes high-quality leads. The company has three core business lines: SelectQuote Senior, SelectQuote Life and SelectQuote Auto and Home. SelectQuote Senior, the largest and fastest-growing business, serves the needs of a demographic that sees 10,000 people turn 65 each day with a range of Medicare Advantage and Medicare Supplement plans.
Job Summary:
The Customer Journey Analyst Intern helps to provide SelectQuote customers with exceptional service. They identify customer needs, respond to customer queries, and collaborate with internal departments to optimize customer services and brand awareness.
We are looking for an enthusiastic and dedicated customer journey analyst intern to enhance our customer experiences. You will be tracing customer interactions across channels, building reporting and data sets and identifying ways to improve the overall customer experience for SelectQuote.
The customer journey analyst intern is responsible for tracking, monitoring and analyzing customer journeys across our various divisions at SelectQuote. This person is also responsible for understanding our key customer satisfaction metrics and turning customer feedback into actionable plans to deliver improvement in the customer journey. This is a paid position.
Responsibilities:
- Mapping customer experiences across all channels and touchpoints.
- Primary analyst monitoring interactions in SelectQuote’s translation tool platform.
- Identifying customer needs and mapping customer journeys to identify the gaps in customer experience across all touchpoints.
- Raising red flags wherever the business process – billing, installation or anything pre or post sales – needs correction to ensure the customer has a seamless experience with the company
What You Need to be Successful:
- Exceptional interpersonal skills and a client-centered approach.
- Analyzing calls and data to identify customer trends.
- Great organizational and time management abilities.
- Superb communication, collaboration, and problem-solving skills
Qualifications:
- Currently enrolled in Junior or Senior year of college/university
- Degree focused in Marketing, Business, Finance or related field