Robert Carver
Experience Analyst Ii @Erie Insurance Group
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WORK HISTORY
Experience Analyst Ii @Erie Insurance Group
Erie, PA, US
Drive continuous improvement across Customer Experience and the Operations Coordination Center by analyzing workflows, identifying friction points, and partnering with cross‑functional teams to implement measurable, customer‑focused enhancements- Translate operational insights into actionable recommendations, supporting leaders with data‑backed visibility into trends, performance drivers, and opportunities to strengthen service quality and efficiency- Support enterprise initiatives by coordinating across CX, OCC, IT, and business units to ensure alignment, smooth execution, and consistent delivery of Erie’s service standards- Leverage process mapping, requirements gathering, and experience analytics to optimize end‑to‑end journeys, reduce operational complexity, and elevate both employee and customer outcomes.
EDUCATION
Kent State University
Master of Science - MS, User Experience Design
American InterContinental University
Bachelor of Science - BS, Software Analysis and Design
ABOUT ROBERT CARVER
I’m an IT & Business Analyst specializing in process optimization, cloud enablement, and user‑centric technology adoption. I focus on reducing friction, improving workflows, and helping teams deliver better experiences through clear analysis, strong communication, and a deep understanding of how people use technology.My background spans enterprise environments, consulting, and multi‑site operations, where I’ve led workshops, mapped processes, built dashboards, and partnered with cross‑functional teams to drive measurable improvements. I bring a UX foundation that helps me translate complexity into clarity and ensure solutions align with real user needs.I’m passionate about simplifying complexity, enabling better technology adoption, and helping organizations deliver experiences that feel intuitive and efficient. I’m currently expanding my cloud and product knowledge through AWS and product owner certifications, and I’m excited to grow within roles that blend analysis, strategy, and thoughtful technology delivery.
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