Claims Customer Insights & Experience Manager

Mercury Insurance is a company dedicated to helping people reduce risk and overcome unexpected events. They are seeking a Claims Customer Insights & Experience Manager to harness customer feedback and operational data to improve claims processes and customer communication strategies.

Responsibilities:

• 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
• 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; identify and document key pain points and opportunities for improvement with a "curious" and customer-centric mindset
• 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
• 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

Requirements:

• Bachelor's degree in economics, math, statistics, finance, data science, psychology, or similar
• Strong data analysis skills
• Project & program management experience
• Ability to synthesize complex customer feedback and operational datasets into actionable business insights
• Advanced data analysis skills
• Experience leading cross-functional projects
• Strong understanding of customer experience principles—preferably within the insurance or financial services sector
• Demonstrates curiosity and a continuous improvement mindset
• Excels at communicating findings and recommendations to both executive and frontline audiences
• 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
• CCXP (Certified Customer Experience Professional) designation
• 3+ years claims adjuster and/or claims leadership experience