Marketing Experience Analyst

American Family Insurance

About Us:

At American Family Insurance, we know how hard our customers and employees work to achieve their dreams. That’s why, for over 90 years, we’ve made it our mission to protect those dreams. It’s all part of who we are and who we’ll always be – innovative, caring, agile, trustworthy, transparent and passionate. We’re a strong, forward-looking company and a proven leader in our industry. And if you’re looking to make a difference, we’re looking for you.

Position Details

Marketing Experience Analyst
Southwest Wisconsin
Madison, WI

Job Family Summary:

Delivers industry leading user experiences, from consideration to policy termination, which are engaging, modern and personalized and serve as an extension of the agent relationship and an embodiment of the brand promise. Ensures a smooth customer experience as customers move between digital and other touchpoints. Accountable for and delivers key business driving metrics.

The experience analyst is responsible for understanding and forecasting owned media (email and direct mail) marketing and sales trends, measuring the effectiveness of owned media marketing programs and strategies and gathering and analyzing data about consumers, competitors and market conditions.

  • Works closely with analytics team to gain deep insight into customer experience to identify opportunities for optimization. 
  • Works closely with Experience Owners to understand and identify opportunities to test new experiences, creative, channels and tactics; identifies metrics and methodologies; work closely with activation team to activate, track and measure in-market tests. 
  • Works with peers across marketing division to ensure that behaviors and performance metrics are tracked consistently across the experience and channels. 
  • Stays turned into owned media competitive and market trends, provide analysis and insights to experience owners. 
  • Coordinates with customer insights team to identify opportunities for pre-market testing, consumer research and direct customer feedback.

Job Level Summary:

  • Requires conceptual knowledge of theories, practices, and procedures within a job discipline 
  • Performs routine assignments using existing procedures 
  • Receives instruction, guidance and direction from more senior level roles 
  • Entry level to a professional career progression

Primary Accountabilities:

  • Actively contributes towards the success of the experience supported. 
  • Learns and utilizes data-driven design methodologies to make informed recommendations to the experience owner. 
  • Learns and understands the market landscape, competitors and identifies opportunities for experience improvement 
  • Deploys small scale marketing optimization tests into the customer experience. 
  • Measures and reports out on performance.

Specialized Knowledge and Skills Requirements:

  • Demonstrated experience providing customer-driven solutions, support or service 
  • Emerging knowledge of agile methodologies, managing technology solutions, industry standards and best practices. 
  • Ability to work in collaborative and cross-functional teams 
  • Strong verbal and written communication skills

Travel Requirements:

  • This job requires travel up to 10% of the time

Preferred Skills and Experiences:

  • Ability to understand business objectives and design tests to discover prospective customers’ preferences and deliver business value 
  • Ability to interpret large amounts of data and to multi-task 
  • Demostrated experience performing valid and reliable market testing 
  • Ability to interpret data, formulate reports and make recommendations

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