Customer Intelligence Analyst

At Enact Mortgage Insurance (Nasdaq: ACT), we understand that there's no place like home. That's why we bring our deep expertise, insightful offerings, and extra mile service to work every day to help lenders put more people in homes and keep them there.

We have a great opportunity for a Customer Intelligence Analyst in Raleigh, NC to join us in fulfilling our mission, while utilizing our values of excellence, improvement and connection. As part of the Customer Experience and Marketing Technology team, the Customer Intelligence Analyst is responsible for identifying ways to improve & influence the customer journey by capturing, analyzing, and sharing customer data. This team member will utilize our voice of customer platform to collect customer sentiments, understand customer behaviors, and distribute meaningful feedback. They will also assist business leaders with customer research, product concept investigations, and offer recommendations that increase customer loyalty or create new opportunities.

WHY WORK AT ENACT

• We bring innovative thinking to the situations at hand
• We seek out and incorporate diverse views to strengthen our outcomes
• We work on challenging and rewarding projects
• We offer competitive benefits:
• Hybrid work schedule (shared in-office days Tuesdays - Thursdays)
• Generous Time Off
• 40 Hours of Volunteer Time Off
• Tuition Reimbursement and Student Loan Repayment
• Paid Family Leave and Flexible Spending Accounts
• 401k with up to 5% employer match
• Fitness and Emotional Wellness Reimbursements

YOUR RESPONSIBILITIES• Own the execution and delivery of Enact's customer feedback and research program • Support our VOC vendor relationship, including but not limited to the following: Develop, review, and maintain CX reporting and dashboards, update surveys across the program, monitor response rates, work with the partners to optimize the program, and ensure adherence to research governance• Implement, evaluate, and manage Customer Listening Post to ensure proactive measurement of customer sentiments across critical touchpoints• Partner with business intelligence teams to understand how to influence customer perceptions and decision making• Work across multiple business units to monitor competitor intelligence• Manage the closed loop VOC process by ensuring that timely outreach is made to customers who demonstrate dissatisfaction with Enact via surveys and report out on trends • Support the management and maintenance of the CX Insights program, including support in building business cases, management of the customer retention program and helping to stand up and maintain a customer research panel• Deliver a regular cadence of customer experience reporting and insights that educates Enact about customer sentiments and CX findings • Partner closely with the Data Science team to analyze a combination of data sources (VOC, operational, behavioral, and transactional) to uncover CX opportunities and translate into actionable business recommendations• Partner with Digital Product team and UX agency to develop and recommend new user experiences• Assist in the development and execution of customer personas and lifecycle mapping • Build a Voice of Employee program that encourages CX thinking throughout the Enact organization

YOUR QUALIFICATIONS• 2+ years financial services industry experience• 2+ years project management experience • 2+ years in a customer experience, research, or product function• Comfortable translating data into presentable and actionable information• Ability to administer a Voice of Customer platform (VOC) • Experience using Salesforce• Analytics and measurement experience• Experience interacting directly with customers to understand processes and gather intel • Ability to work effectively in a culturally diverse work group• Ability to work extended hours as business demands• Takes initiative and has ability to perform responsibilities with minimal supervision• Skilled at managing multiple, simultaneous responsibilities• Ability to travel domestically as needed

PREFERRED QUALIFICATIONS• Mortgage or insurance industry experience• Understanding of the mortgage loan lifecycle • Familiar with Acoustic Experience analytics • Experience with all or some of the following technologies (or equivalents): Getfeedback, Tableau, Salesforce, Google Analytics, Tableau, and Marketo• Process mapping experience

LOCATION

Enact Headquarters - Raleigh, NC (hybrid schedule)

COMPANY

Enact is a leading publicly traded U.S. private mortgage insurance provider, offering borrower-centric products that enable lenders and other partners across the U.S. to help people responsibly achieve and maintain the dream of homeownership.

By empowering customers and their borrowers, Enact seeks to positively impact the lives of those in the communities in which it serves in a sustainable way. Headquartered in Raleigh, North Carolina, we play an active role in supporting a healthier Triangle community. We also support our colleagues' philanthropic efforts in their home communities across the U.S.

Enact values all perspectives, characteristics and experiences, and DEI remains at the forefront of what we do. We strive to create an environment where employees can bring their full, authentic selves to work to help each other and their customers.

We are proud to be an equal opportunity employer and all hiring decisions are based on merit, qualifications, and business needs. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.