Insurance Ops & CX Improvement Specialist

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

Benefits offered by this job

Hybrid work model

Job summary

American Family Insurance is seeking a role focused on operational excellence and customer experience. The position supports operations with subject matter expertise, process improvement, and training development. Candidates should understand insurance/contact center operations and drive data-informed CX enhancements.

The role offers a salary range of $62,000 to $103,000 and a hybrid work arrangement with up to 25% travel. Relocation support may be available for eligible candidates.

Qualifications

• Must have experience delivering customer-driven solutions, support or service.
• Basic knowledge of insurance or contact center operations.
• Experience resolving complex customer experience issues.
• Extensive knowledge of insurance or contact center technology, billing and policy systems, and state regulations.
• Proficiency with MS Office products.
• Strong business writing skills.
• Experience with process improvement methodologies.

Responsibilities

• Assists in achieving operational objectives with efficient and effective work design; includes knowledge of area policies and procedures.
• Acts as a subject matter expert and liaison for internal and external partners.
• Collaborates to design and lead test-and-learn efforts to improve customer experiences.
• Gathers and analyzes customer data to identify opportunities for CX improvements.
• Develops and monitors standards across the customer ecosystem to deliver intended experiences.
• Creates business cases and actionable recommendations to improve acquisition, retention, and satisfaction.

Skills

Customer service

Insurance basics

CX resolution

Policy systems

MS Office

Business writing

Process improvement

Job description

American Family Insurance is seeking a role focused on operational excellence and customer experience. The position supports operations with subject matter expertise, process improvement, and training development. Candidates should understand insurance/contact center operations and drive data-informed CX enhancements.

The role offers a salary range of $62,000 to $103,000 and a hybrid work arrangement with up to 25% travel. Relocation support may be available for eligible candidates.