Manager, Agent Experience Strategy – Growth

Job not on LinkedIn

🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $137.5k - $168.1k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Strategy

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Mercury Insurance

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1962

🚘 Automotive

💼 Consulting

📦 Logistics

Automotive • Consulting • Logistics

Mercury Insurance is a leading provider of insurance products, focusing on protecting individuals and their assets with a commitment to privacy and customer service. The company operates through independent agents and offers a range of insurance services including auto, home, and other personal insurance products. Mercury Insurance prioritizes the security of personal information and compliance with privacy laws, ensuring that customer data is handled with care and only shared when necessary for account servicing or as legally required.

📋 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

🎯 Requirements

• 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

🏖️ Benefits

• 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