Manager, Agent Experience Strategy – Growth

Emploi pas sur LinkedIn

🕒 il y a 25 jours

🏄 California – Distant

🏄 California – Remote

💵 $137 523 - $168 083 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

🧐 Stratégie

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

👻 Score fantôme 0%

Ce que ça veut dire : la probabilité que personne ne recrute vraiment pour cette offre.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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Mercury Insurance

Site WebLinkedInTous les Emplois

5001 - 10000 employés

Fondée en 1962

🚘 Automobile

💼 Conseil

📦 Logistique

Automotive • Consulting • Logistics

Mercury Insurance est un fournisseur de premier plan de produits d'assurance, se concentrant sur la protection des individus et de leurs biens avec un engagement envers la confidentialité et le service client. L'entreprise opère par l'intermédiaire d'agents indépendants et propose une gamme de services d'assurance, y compris l'assurance auto, habitation, et autres produits d'assurance personnelle. Mercury Insurance accorde la priorité à la sécurité des informations personnelles et au respect des lois sur la confidentialité, garantissant que les données des clients sont traitées avec soin et ne sont partagées que lorsque cela est nécessaire pour la gestion du compte ou requis par la loi.

Description

• Conduct, analyze, and interpret Voice of Agent survey results, interviews, focus groups, and other feedback channels • Identify trends, root causes of friction, and improvement opportunities across the independent agent lifecycle • Build relationships with agency stakeholders and conduct discussions and in-person visits with field sales teams • Tell the story of key needs and priorities of traditional, digital, and commercially focused agencies • Report findings to Experience and Sales leaders with actionable, prioritized recommendations • Connect agent experience metrics to business outcomes including consideration, engagement, quote-to-bind conversion, agency production, and retention • Evaluate growth initiatives to identify design gaps, friction points, and improvement opportunities • Lead cross-functional journey mapping across onboarding, quoting, servicing, claims handoffs, and communications • Manage and execute initiatives across Sales, Experience, Product, Technology, and Underwriting • Design and test pilot solutions and monitor pilot performance and feasibility for broader rollout • Drive measurable improvements in consideration, engagement, conversion, retention, and business outcomes • Align and prioritize roadmap initiatives with Sales leadership, Engagement, Enablement, and Analytics teams • Ensure digital, relationship, and communication touchpoints work together to grow Mercury's share of each agency's book of business

🎯 Exigences

• Bachelor's degree in economics, math, statistics, finance, data science, psychology, business, or similar • 5+ years of experience in customer experience design, independent agency operations, and/or experience management • Prior experience in Property and Casualty (P+C) insurance strongly preferred • Experience influencing executive stakeholders and shaping cross-functional initiatives without direct ownership of all delivery teams • Proven ability to present complex findings to executive and sales/frontline audiences compellingly • Strong project/program management skills with a track record of taking initiatives from ideation to implementation • Experience with customer or insurance agent journey mapping methodologies • Familiarity with Voice of Customer/Agent programs and feedback platforms (e.g., Medallia, Qualtrics, InMoment, Forsta) • Demonstrated experience translating experience insights into measurable business outcomes and tracking impact over time • Ability to travel up to 30% of work time • CCXP designation preferred • Change management and/or Lean/Six Sigma training a plus • Experience working directly with independent agents or agency principals preferred • Familiarity with the independent agent distribution model and technology systems (e.g., AMS360, EZLynx) • Exceptional written and verbal communication skills • Ability to use statistical methods to uncover actionable insights • Collaborative problem-solving across departments • Agent-centric mindset and stakeholder engagement skills

🏖️ Avantages

• Competitive compensation • Flexibility to work from anywhere in the United States for most positions • Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours) • Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus) • Medical, dental, vision, life, and pet insurance • 401 (k) retirement savings plan with company match • Engaging work environment • Promotional opportunities • Education assistance • Professional and personal development opportunities • Company recognition program • Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more • Bonus potential

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