Claims Customer Insights & Experience Manager

Overview We are seeking a dynamic, analytic, and collaborative Claims Customer Insights & Experience Manager to join our team. This full-time role will be instrumental in harnessing customer feedback and operational data to drive improvements in our claims processes, customer touchpoints, and communication strategies. The successful candidate will possess strong data analysis skills, project & program management experience, and a passion for elevating the claims customer experience. As a Product Manager, you will work independently and collaborate closely with cross-functional teams including Claims, Experience, Product, Technology, and Claims Innovation. You will be responsible for enabling Claims Team Members and leaders to provide exceptional experiences to customers and third-party claimants. The ideal candidate for this role is a highly analytical and collaborative professional with a proven ability to synthesize complex customer feedback and operational datasets into actionable business insights. They possess advanced data analysis skills, experience leading cross-functional projects, and a strong understanding of customer experience principles-preferably within the insurance or financial services sector. This individual demonstrates curiosity, a continuous improvement mindset, and excels at communicating findings and recommendations to both executive and frontline audiences. An in-person interview may be required during the hiring process. Geo-Salary Information State specific pay scales for this role are as follows: $105,245 to $199,452 (CA, NJ, NY, WA, HI, AK, MD, CT, RI, MA) $95,677 to $181,320 (NV, OR, AZ, CO, WY, TX, ND, MN, MO, IL, WI, FL, GA, MI, OH, VA, PA, DE, VT, NH, ME) $86,110 to $163,188 (UT, ID, MT, NM, SD, NE, KS, OK, IA, AR, LA, MS, AL, TN, KY, IN, SC, NC, WV) The expected base salary for this position will vary depending on a number of factors, including relevant experience, skills and location. Responsibilities Under limited supervision: • VoC Data Analysis: • Analyze monthly Voice of the Customer (VoC) survey results to identify trends, root causes of dissatisfaction, and areas for improvement at branch and individual levels. • Report findings to Claims leaders with actionable recommendations. • Data Visualization & Reporting: • Produce quarterly graphics and executive summaries highlighting customer experience trends, progress toward goals, and key operational drivers. • Advanced Analytical Modeling: • Use regression analysis, correlation, and other statistical techniques to understand relationships between VoC feedback and operational metrics. • Customer Journey Mapping Leadership: • Co-lead cross-functional customer journey mapping workshops; identify and document key pain points and opportunities for improvement with a "curious" and customer-centric mindset. • Project Management: • Manage and execute projects derived from Journey Mapping and VoC findings, collaborating across Claims, Experience, Claims Innovation, Product and IT. • Create and test pilot solutions for high-potential initiatives; monitor and report on pilot performance and feasibility of broader rollout. • Claims Communications Improvement Initiatives: • Lead initiatives to optimize customer communications, focusing on reducing costs of written communications and enhancing the effectiveness of digital channels. • Work cross-functionally with multiple teams and levels to overhaul Claims communications strategy. • Analyze and recommend improvements to ensure digital communications effectively meet customer needs. Qualifications Education • Minimum: Bachelor s degree in economics, math, statistics, finance, data science, psychology, or similar. Preferred: • Master s degree (M.B.A.) • 5+ years of experience in data analysis, business analytics, and/or customer experience roles. • Prior experience in property-casualty insurance operations or claims administration strongly preferred. • Demonstrable experience with statistical analysis tools (Excel, Tableau, SAS, SPSS, R, Python, etc.). • Proven ability to present complex analytical findings to executive audiences and frontline teams. • Strong project / program management skills with a track record of seeing initiatives from ideation to implementation. • Experience with customer journey mapping methodologies. • Familiarity with VoC programs and customer feedback platforms (e.g., Medallia, Qualtrics, InMoment, Forsta). • Change management and/or Lean/Six Sigma training. Preferred: • CCXP (Certified Customer Experience Professional) designation • 3+ years claims adjuster and/or claims leadership experience Skills & Abilities: • Exceptional Communicator: Excellent written and verbal communication skills, with the ability to present findings clearly and persuasively. • Analytical Thinking: Demonstrates the ability to use statistical methods to uncover actionable insights; for example, identifying that low post-claim survey scor...