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.
This position is NOT part of our IT team. 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 experience data 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 meaningful data insights that inform communications, education and outreach efforts.
- Build a comprehensive view of the customer by expanding reporting and insights that highlight engagement patterns and areas for improvement.
- Support customer experience reporting initiatives by developing clear dashboards, reports, and visualizations to guide strategic decision making.
- Analyze product and service engagement to identify opportunities to improve awareness, reach and value for stakeholders.
- Support the WCIRB's Voice of the Customer (VoC) strategy, aggregating survey results, customer feedback 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 and deliver business-ready insights and reports that help internal teams better understand customer behaviors and needs.
- Automate data collection and reporting processes using Power Automate and other tools to improve efficiency and accuracy.
- Propose and implement reporting enhancements, dashboards, and data visualizations to optimize customer engagement tracking.
- Identify patterns and gaps in customer interactions and engagement processes to recommend improvements that support strategic goals and operational efficiency.
- Manage website performance monitoring tools, analyzing Customer engagement data to identify and address performance issues, and ensuring an optimal user experience.
- Document customer and business needs using use cases, simple diagrams, screen mock-ups, user guides and training materials to support clarity and collaboration.
- Define and manage the functional specifications mapping documents in support of Customer Experience objectives.
- Serve as a liaison between member insurers, internal stakeholders and IT to ensure customer insights and business needs are clearly communicated and prioritized.
- Leads testing of customer engagement tools or reports by developing simple test scenarios and confirming accuracy before rollout. Coordinate final approvals as needed.
- 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 Business, Data Analytics, Mathematics, Risk Management or a related field or equivalent experience.
- 6+ years of experience in data analysis, reporting and business intelligence with knowledge of insurance data and regulations preferred.
- 4+ years of experience analyzing business processes and customer data to support strategic decision making including requirements gathering and reporting development
- 4+ years of experience working with data tools such as SQL, Looker Studio or Power BI to support reporting, insight development and creation of 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 and 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 documenting how data flows between tools and teams including how it is structured, transformed and used to support business insights.
- Familiarity with various project and software development life cycles, including Agile methodologies.
- Experience supporting the development of customer-focused tools or services with an emphasis on engagement and insights is a plus.
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
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.
NOTE: The successful candidate will reside in California and will work from our headquarters in San Francisco 40% of the time. We are NOT able to pay for relocation costs for candidates.