FBS-Digital Customer Experience Analyst

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

Requirements

About The Role

We are looking for a Digital Customer Experience Analyst to support the ongoing performance, maintenance, and optimization of Specialty digital assets. This role serves as a key connection point between the business and IT teams, helping ensure digital platforms remain stable, user-friendly, and aligned with business needs.

The ideal candidate will provide production support, troubleshoot digital issues, support testing activities, monitor system performance, and contribute to a positive website experience for agents and users. This position requires strong analytical skills, attention to detail, and the ability to translate business challenges into actionable technology solutions.

What You'll Do

• Monitor and support Specialty digital platforms to ensure stability and high performance.
• Troubleshoot browser, authentication, and website-related issues.
• Act as a liaison between business stakeholders and IT teams.
• Analyze business needs and help identify technology solutions.
• Support testing activities and validate system releases.
• Track and report on digital platform performance.
• Create and maintain documentation, training materials, and process documentation.
• Ensure compliance with quality assurance standards and procedures.

Requirements

• 1 to 3 years of experience in a related field preferred.
• Experience with digital customer experience, production support, business applications, or website support is preferred.
• Advanced English proficiency required.
• High school diploma or equivalent required. Bachelor’s degree preferred.
• Experience in insurance, underwriting, Specialty Lines, Farmers, Foremost Specialty, or related business areas is preferred.
• Strong PC and browser knowledge at an intermediate level.
• Basic proficiency with Microsoft Office Suite.
• Basic experience with system monitoring tools preferred.
• Ability to troubleshoot technical issues and communicate effectively with business and IT stakeholders.
• Strong analytical, documentation, and problem-solving skills.
• Attention to detail and ability to support testing, quality assurance, and release readiness activities.
• Insurance industry knowledge is a plus.

Benefits

Competitive compensation and benefits package:

• Competitive salary and performance-based bonuses
• Comprehensive benefits package
• Career development and training opportunities
• Flexible work arrangements (remote and/or office-based)
• Dynamic and inclusive work culture within a globally renowned group
• Private Health Insurance
• Pension Plan
• Paid Time Off
• Training & Development

Note: Benefits differ based on employee level.

By applying for this position, candidates acknowledge and agree that:

• Personal Data Processing: The personal data provided during the recruitment and selection process will be collected, processed, and retained for legitimate recruitment and compliance purposes, in accordance with applicable data protection and privacy laws and FBS internal policies.

• Legal Authorization to Work: Employment with FBS is conditional upon the candidate having valid, local legal authorization to work in the country where the role is based at the time of hire. FBS does not sponsor or obtain work authorization unless explicitly stated.

• Exclusivity of Employment and Conflict of Interest: Upon acceptance of an offer and during employment with FBS, employees will not be permitted to engage in parallel employment, professional activities, or paid work for other entities. Any ownership, partnership, directorship, or participation in other businesses or companies must be fully disclosed and formally reviewed in accordance with FBS internal conflict-of-interest and external engagement policies prior to the start date or as soon as such circumstances arise.

Failure to comply with these conditions may impact the hiring decision or employment continuation.