Insurance Operations & CX Excellence Specialist

American Family Insurance Agency Staff; Madison (WI); Hybrid; USD 62,000 - 103,000; Full time

Job summary

American Family Insurance Agency Staff is seeking a results-oriented professional to provide operational support with expertise in customer experience and quality assurance. You will analyze data, design improvements, and create training strategies to enhance customer interactions across channels.

The role emphasizes collaboration with internal partners, applying insurance knowledge, and leading test-and-learn initiatives to uplift satisfaction while guiding policy and billing system

Qualifications

• Demonstrated experience providing customer-driven solutions, support or service.
• Basic knowledge and understanding of insurance or contact center operations.
• Demonstrated experience in resolving complex customer experience issues.
• Extensive knowledge and understanding of insurance or contact center technology, billing and policy systems, policy contracts, and state regulations.
• Solid knowledge and understanding of MS Office Products.
• Solid knowledge and understanding of professional and effective business writing.
• Demonstrated experience with process improvement methodologies.

Responsibilities

• Assists in achieving the operational objectives with efficient and effective work design; includes extensive knowledge of area policies and procedures.
• Serves as a subject matter expert and communication liaison for internal and external business partners.
• Collaborates with peers to develop distinctive customer experiences that differentiate the company in the market and meet the needs of target customer groups. Designs and leads test and learns to solve business problems and maximize customers' experiences.
• Collaborates with research areas and external sources, as necessary, to obtain desired data and scopes additional research needed to assist in identifying customer experience improvement opportunities. Analyzes and synthesizes all sources of customer data and insight to identify and inform customer experience improvement opportunities.
• Develops and monitors standards across the customer ecosystem (people, process, technology) needed to deliver intended customer experience.
• Creates business cases and actionable recommendations around improving acquisition, retention, and satisfaction.

Skills

Customer-driven solutions

Insurance knowledge

Complex customer issues

Insurance tech & policy systems

MS Office

Business writing

Process improvement

Job description

American Family Insurance Agency Staff is seeking a results-oriented professional to provide operational support with expertise in customer experience and quality assurance. You will analyze data, design improvements, and create training strategies to enhance customer interactions across channels.

The role emphasizes collaboration with internal partners, applying insurance knowledge, and leading test-and-learn initiatives to uplift satisfaction while guiding policy and billing system