Insurance Operations & CX Improvement Lead

American Family Insurance; Phoenix (AZ); Hybrid; USD 62,000 - 103,000; Full time

Job summary

American Family Insurance is seeking a customer experience professional for a hybrid role near Phoenix. You will translate customer insights into actionable improvements, collaborate with internal partners, and lead testing initiatives to optimize acquisition, retention, and satisfaction.

The role requires strong insurance/contact center knowledge, problem solving, and MS Office proficiency. Travel up to 25% may be required, with a minimum of 10 office days per month in assigned locations.

Qualifications

• Demonstrated experience delivering 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 operational objectives with efficient work design and knowledge of area policies and procedures.
• Acts as subject matter expert and liaison for internal and external business partners.
• Collaborates with peers to develop distinctive customer experiences and leads tests to solve business problems and maximize customer experiences.
• Collaborates with research and external sources to gather data and identify opportunities for customer experience improvements.
• Develops and monitors standards across the customer ecosystem (people, process, technology).
• Creates business cases and actionable recommendations to improve acquisition, retention, and satisfaction.

Skills

Customer-driven solutions

Insurance knowledge

Contact center ops

Issue resolution

MS Office

Business writing

Process improvement

Job description

American Family Insurance is seeking a customer experience professional for a hybrid role near Phoenix. You will translate customer insights into actionable improvements, collaborate with internal partners, and lead testing initiatives to optimize acquisition, retention, and satisfaction.

The role requires strong insurance/contact center knowledge, problem solving, and MS Office proficiency. Travel up to 25% may be required, with a minimum of 10 office days per month in assigned locations.