Customer Experience Director
Customer Experience Director
A regional P&C insurance carrier is hiring a Customer Experience Director to be based out of Phoenix, AZ. This role will be responsible for architecting and leading the full customer experience as the organization evolves its customer focus and market approach. The ideal candidate will bring a strategic mindset, operational discipline, and a strong understanding of how policyholders interact with an insurance carrier across the entire lifecycle.
This leader will translate business strategy into a clear, differentiated customer experience and ensure that experience is consistently delivered across the organization.
Key Responsibilities
* Own the design and evolution of the end to end policyholder experience, ensuring it aligns with the carrier's shifting customer strategy and long term growth objectives
* Lead enterprise efforts to strengthen retention, limit unnecessary churn, and deepen long term customer relationships
* Define clear experience principles and service expectations that guide decision making across underwriting, claims, sales, agency partners, and service teams
* Build and develop a high performing customer experience function that partners effectively across the business
* Work closely with internal stakeholders to remove friction between teams and deliver a cohesive, consistent experience at every interaction point
* Translate customer expectations into actionable programs, operational changes, and measurable outcomes
Customer Strategy & Execution
* Establish structured approaches to evaluate customer engagement, predict risk, and prioritize proactive outreach throughout the policy lifecycle
* Assess the full policyholder journey to identify breakdowns, inefficiencies, and opportunities to elevate satisfaction and loyalty
* Drive initiatives such as customer journey redesign, feedback and listening programs, service recovery models, and experience improvement projects
* Create clear success metrics and reporting that connect customer experience to renewals, retention, and overall business performance
* Champion the use of technology, tools, and data to improve insight into customer needs and behaviors
* Regularly review customer feedback and market trends, delivering practical recommendations for continuous improvement
Qualifications
* Minimum of 8+ years of experience in customer experience, customer strategy, or related leadership roles
* Background within P&C insurance or a closely related financial services environment strongly preferred
* Proven ability to lead cross functional initiatives and influence senior stakeholders
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