Customer Experience Strategy Manager – AI & Automation

Progressive Insurance; United States; On-site; USD 103,000 - 147,000; Full time

Benefits offered by this job

401(k) with company match up to 6%

Medical, dental & vision coverage

Wellness & mental health programs

Health care flexible spending accounts

Health savings accounts

Life insurance

Paid time off including volunteer time

Job summary

Progressive Insurance is seeking a customer experience strategy manager to own the Automation & AI portfolio within the Commercial Lines Customer & Agent Experience organization. You will lead a team of three ICs, build business cases, define success metrics, and partner across multiple teams to deliver high-value automation initiatives.

This remote role offers travel for meetings or training and emphasizes leadership in digital experiences, process improvement, and AI-driven solutions to

Qualifications

• Must have 9+ years of related work experience and at least 2 years of leadership experience.
• Or Bachelor's degree or higher plus 6+ years of related work experience and 2+ years of leadership experience.

Responsibilities

• Own the Automation & AI portfolio within Commercial Lines Customer & Agent Experience.
• Lead a team of three individual contributors to execute the team's roadmap.
• Partner across CAS, CRM, IT, Data Science, Product, and Experience teams to deliver high-value solutions.
• Build business cases, define success measures, and monitor outcomes for value delivery.

Skills

Leadership

Strategy

Analytical thinking

Influencing

Automation/AI experience

Education

Bachelor's degree

Job description

Progressive is dedicated to helping employees move forward and live fully in their careers. Your journey has already begun. Apply today and take the first step to Destination: Progress.

As a customer experience strategy manager within the Commercial Lines Customer & Agent Experience organization, 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.

This is a remote position with occasional travel for meetings and/or training.

Must-have Qualifications

• 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).

Preferred Skills

• 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

Compensation

• $102,800 - $146,900/year
• Gainshare annual cash incentive payment up to 40% of your eligible earnings based on company performance.

Benefits

• 401(k) with dollar-for-dollar company match up to 6%
• Medical, dental & vision, including free preventative care
• Wellness & mental health programs
• Health care flexible spending accounts, health savings accounts, & life insurance
• Paid time off, including volunteer time off
• Paid & unpaid sick leave where applicable, as well as short & long-term disability
• Parental & family leave; military leave & pay
• Diverse, inclusive & welcoming culture with Employee Resource Groups
• Career development & tuition assistance
• Onsite gym & healthcare at large locations

Energage recognizes Progressive as a 2025 Top Workplace for: Innovation, Purposes & Values, Work-Life Flexibility, Compensation & Benefits, and Leadership.

Equal Opportunity Employer

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.