Customer Experience Strategy Manager – AI & Automation

Progressive Insurance is seeking a Customer Experience Strategy Manager to lead its Automation & AI portfolio within the Commercial Lines Customer & Agent Experience organization. The role focuses on identifying opportunities to simplify work, improve customer and agent experiences, and deliver measurable business value through automation, AI, and operational improvements. The manager will lead a team, build business cases, define success measures, and partner across multiple functions to prioritize and deliver high-value solutions.

Responsibilities:

• You will own our Automation & AI portfolio, helping identify opportunities to simplify work, improve customer and agent experiences, and deliver measurable business value through automation, AI, and operational improvements
• You’ll lead a team of three individual contributors to execute the team's roadmap and partner across Commercial Lines Customer & Agent Servicing (CAS), Customer Relationship Management (CRM), IT, Data Science, Product, and Experience teams to prioritize and deliver high-value solutions
• Additionally, you will be responsible for building business cases, defining success measures, and monitoring outcomes to ensure value delivery

Requirements:

• A minimum of 9 years of related professional work experience (e.g., definition and delivery of products through digital, voice, and agent channel experiences) and at least 2 years of leadership experience (e.g., directly managing or mentoring)
• {OR} Bachelor's degree or higher and a minimum of 6 years of related professional work experience (e.g., definition and delivery of products through digital, voice, and agent channel experiences) and at least 2 years of leadership experience (e.g., directly managing or mentoring)
• Applicants must be authorized to work for any employer in the U.S. without the need or potential need, of current or future sponsorship for employment. Progressive does not hire candidates with (e.g., F-1 CPT, OPT, or STEM OPT, H-1B, O-1, E-3, TN) statuses for this role
• Demonstrated strategic and analytical leadership with the ability to solve complex business problems
• Strong influencing skills across teams and organizational boundaries
• Experience leading initiatives related to process improvement and automation-related initiatives
• Ability to translate ideas and strategies into action and results
• Experience with AI-related work
• Experience leading technology, digital experience, operations, product management, or business strategy initiatives