Genworth Financial Customer Experience Technology Analyst in Raleigh, North Carolina
Customer Experience Technology Analyst
Genworth Mortgage Insurance, headquartered in Raleigh, North Carolina, is a global mortgage insurer with a major presence in the United States, Canada, and Australia. With origins dating back to 1980, Genworth Mortgage Insurance provides primary mortgage guaranty insurance coverage on residential mortgage loans, as well as mortgage pool insurance policies that enhance insurance coverage for various types of mortgage-related securities. Our mortgage insurance can help individuals secure low down payment loans and realize the dream of home ownership faster – even for the first time.
The Customer Experience Technology Analyst is a member of the Customer Experience team, reporting into the Senior Marketing Program Manager responsible for customer technology. The incumbent will work across internal departments, technology vendors and Genworth customers to assure customer facing technologies are effectively delivering Genworth US MI products and services. This role will create, implement and manage standards for user acceptance testing, customer technology training and tier 2 customer support for all types of customer facing technologies including LOS, PP&E, POS and Genworth’s customer portal.
Provide subject matter expertise during elaboration/requirements sessions and review artifacts for accuracy and completeness
Provide the highest-level tier 2 internal and external customer outreach and support for defect resolution within documented response times
Collaborate with IT Business Analysts and product owners to develop and execute test plans for customer experience technology projects and enhancements. Identify opportunities for, and lead the implementation of, process improvements, including automation, to assure high levels of efficiency and quality within the testing process.
Direct cross functional User Acceptance Testing to ensure active and effective participation of all participants, with a focus on efficient use of resource availability, to assure the testing phase achieves project deadlines.
Fully develop comprehensive business testing scenarios and gather test data to robustly test system functionality
Develop and implement templates to assure test team members can consistently execute test scenarios and document results
Provide guidance to cross functional team of user testers during User Acceptance Testing to execute test scenarios and validate that system functionality was developed according to requirements. Allocate resources to testing scenarios based on business needs, business expertise and resource availability to meet project deadlines.
Actively participate as tester to maintain comprehensive knowledge of underwriting technology functionality
Assess testing results and determine whether reported issues are defects, training issues or change requests
Identify need for and create necessary operational procedures prior to releasing new functionality into production based on testing results
Create and deliver training to support customer technology product suite
Provide post release production support through trouble-shooting production issues, identifying production defects and proposing fixes, and contributing to the development of ongoing training/FAQ and Quick Tips for implemented functionality
Participate as needed to support Customer Experience Technology Team project success within the timelines defined
Bachelor’s Degree or equivalent work experience
5+ years’ experience in technical and user testing roles
Demonstrated ability to lead testing efforts with minimal supervision and hold others accountable for deliverables
Strong technical aptitude and analytical/critical thinking skills
Strong focus on execution/results orientation
Excellent interpersonal, collaboration, presentation and negotiation skill
Superior verbal/written communication skills
- Experience with the design and development of customer facing websites
- The duties and responsibilities of this role require that the position be physically based in the USMI headquarter office in Raleigh, NC
Genworth Financial, Inc. is a leading insurance holding company committed to helping families achieve the dream of home ownership and address the financial challenges of aging through its leadership positions in mortgage insurance and long term care insurance. Headquartered in Richmond, Virginia, Genworth traces its roots back to 1871.