Director, Customer Experience

Role Overview

The Director, Customer Experience is responsible for defining, developing, leading, and executing the organization’s policyholder experience strategy. This role partners across the enterprise to deliver a consistent, high-quality experience throughout the entire policyholder lifecycle—from onboarding through renewal and retention.

What You Will Do

Develop and execute a comprehensive customer experience (CX) strategy focused on the end-to-end policyholder journey. Lead initiatives designed to improve policyholder retention, reduce cancellations, and increase lifetime value.

Why It Might Be a Fit

The ideal candidate brings deep property and casualty (P&C) insurance expertise, a strong customer-centric mindset, and proven success leading teams and driving measurable service and experience improvements.

Requirements

• 10+ years of experience in Customer Experience/Success or related roles Sales, Underwriting, or Claims Operations preferred
• Minimum of 5 years in a manager or Director-level role with enterprise scope and cross-functional leadership responsibility
• Demonstrated experience leading customer experience programs, journey mapping, or process improvement initiatives
• Demonstrated experience leading change management initiatives, including stakeholder alignment, communication planning, adoption strategies, and measurement of outcomes related to customer experience improvements
• Strong analytical and problem-solving skills with the ability to translate insights into strategic action
• Excellent communication, interpersonal, and collaboration skills

Benefits

• Accrue twenty-one days of Paid Time Off during your first year
• Up to eighty-seven percent of benefits are covered by CIG for you and your family members
• Medical, Dental, Vision plans, Telehealth
• One hundred percent covered plans
• Basic Life & AD&D
• Employee Assistance
• Leave Management
• Long Term Disability
• Short Term Disability (Outside of CA)
• Employee Benefit Advocacy Hot Line
• Family Caregiver Support (Homethrive)
• Child Care Resources (Tootris)
• Business Travel Accident Protection
• Voluntary benefit offerings
• Short-term Disability (CA only)
• Voluntary Life AD&D self, spouse, and child plans
• Flexible Spending (FSA)
• Health Savings (HSA)
• Hospital Indemnity
• Accidental Injury
• Pet Insurance
• Commuter Benefit
• Critical Illness
• ARAG Legal Services
• Norton LifeLock
• Nine paid holidays, plus two floating holidays
• Above and Beyond Reward Recognition Program
• Kudos & Shout Out Points Program
• Quarterly Above and Beyond Bonus Program
• Annual Above and Beyond Bonus Program
• Competitive compensation
• Base compensation
• Salary Management Spot Bonuses
• Annual Incentive/Profit sharing program, potential payout annually based on company results.
• Discount partnerships
• Gym memberships, credit union, travel, shopping, restaurants, theme parks, and more
• Insurance, educational reimbursement, and bonus programs
• Employee Referral Bonus Program
• Home and Auto Insurance Discount Program.
• Paid Volunteer Time – Through company-planned community events and choose your own adventure PVT in giving back in ways that are meaningful to you!
• Retirement savings benefit (401k and Roth + match)
• Health & Financial Wellness
• Wellness platform, tools, and events – Vitality
• Health Savings Account – match
• Financial Wellness Resources