Claims Customer Insights & Experience Manager
WFA Digital Insight
The demand for customer experience specialists in the insurance sector has skyrocketed, with a 27% increase in job postings over the past year. This role stands out with its focus on harnessing customer feedback to drive claims process improvements. Mercury Insurance is at the forefront of this shift, with a strong commitment to innovation and customer satisfaction. As the job market continues to evolve, professionals with advanced data analysis skills and a customer-centric mindset are in high demand. Before applying, consider how your skills align with the company's goals and be prepared to demonstrate your ability to synthesize complex data into actionable insights.
Job Description
About the Role
The Claims Customer Insights & Experience Manager role at Mercury Insurance is a unique opportunity to drive meaningful change in the customer experience. This full-time position is centered around analyzing customer feedback and operational data to identify areas for improvement in the claims process. The successful candidate will be a key member of the team, working closely with cross-functional stakeholders to implement data-driven solutions.As a Claims Customer Insights & Experience Manager, you will be responsible for enabling the Claims Team to provide exceptional experiences to customers and third-party claimants. This will involve analyzing monthly Voice of the Customer (VoC) survey results, producing quarterly graphics and executive summaries, and leading cross-functional customer journey mapping workshops. Your work will have a direct impact on the company's ability to deliver outstanding customer experiences.
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. You will be working independently and as part of a team, so strong communication and project management skills are essential.
What You Will Do
- Analyze monthly Voice of the Customer (VoC) survey results to identify trends, root causes of dissatisfaction, and areas for improvement
- Produce quarterly graphics and executive summaries highlighting customer experience trends, progress toward goals, and key operational drivers
- Use regression analysis, correlation, and other statistical techniques to understand relationships between VoC feedback and operational metrics
- Co-lead cross-functional customer journey mapping workshops to identify key pain points and opportunities for improvement
- 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 and monitor pilot performance
- 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
What We Are Looking For
- Bachelor's degree in economics, math, statistics, finance, data science, psychology, or a similar field
- 5+ years of experience in data analysis, business analytics, and/or customer experience roles
- Prior experience in property-casualty insurance operations or claims administration is strongly preferred
- Demonstrable experience with statistical analysis tools such as Excel, Tableau, SAS, SPSS, or R
- Strong data analysis skills, with the ability to synthesize complex data into actionable insights
- Excellent project and program management experience, with the ability to manage multiple projects simultaneously
- A passion for elevating the customer experience and a customer-centric mindset
Nice to Have
- Master's degree (M.B.A.) in a relevant field
- Experience with data visualization tools such as Power BI or D3.js
- Familiarity with machine learning algorithms and their application in customer experience
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a leading insurance company
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Flexible work arrangements, including remote work options
- Comprehensive health insurance and wellness programs
- Generous paid time off and holiday schedule
- Access to cutting-edge technology and tools
How to Stand Out
- To stand out as a candidate, be prepared to provide specific examples of how you have used data analysis to drive customer experience improvements in your previous roles.
- Make sure you have a strong understanding of statistical analysis tools, including Excel, and be prepared to demonstrate your skills during the interview process.
- A portfolio of your work, including examples of data visualizations and customer journey maps, can be a valuable asset in showcasing your skills.
- When negotiating salary, be sure to consider the cost of living in your location and the company's salary range for similar positions.
- Be wary of companies that do not provide clear information about their salary range or benefits package, as this can be a red flag for unfair labor practices.
- Prepare to talk about your experience working with cross-functional teams and how you handle conflicting priorities and tight deadlines.
This is a remote position listed on WFA Digital, the platform for professionals who work from anywhere. Browse more remote jobs across all categories.