Manager, Agent Experience Strategy – Growth

This is a fully remote position, open to applicants in California.

📋 Description

• Conduct, analyze, and interpret results from Voice of Agent surveys, interviews, focus groups, and various feedback channels.

• Identify trends, determine root causes of friction, and uncover opportunities for improvement throughout the independent agent lifecycle.

• Cultivate relationships with agency stakeholders and engage in discussions and in-person visits with field sales teams.

• Articulate the essential needs and priorities of traditional, digital, and commercially oriented agencies.

• Present findings to Experience and Sales leaders, providing actionable and prioritized recommendations.

• Link agent experience metrics to business outcomes, which include consideration, engagement, quote-to-bind conversion, agency production, and retention.

• Assess growth initiatives to pinpoint design gaps, friction points, and areas for enhancement.

• Lead cross-functional journey mapping related to onboarding, quoting, servicing, claims handoffs, and communications.

• Oversee and implement initiatives across Sales, Experience, Product, Technology, and Underwriting.

• Design and evaluate pilot solutions, monitoring their performance and feasibility for wider implementation.

• Propel measurable enhancements in consideration, engagement, conversion, retention, and overall business outcomes.

• Align and prioritize roadmap initiatives in collaboration with Sales leadership, Engagement, Enablement, and Analytics teams.

• Ensure that digital, relationship, and communication touchpoints collaborate effectively to enhance Mercury's share of each agency's book of business.

⛳️ Requirements

• Bachelor’s degree in economics, mathematics, statistics, finance, data science, psychology, business, or a related field.

• Over 5 years of experience in customer experience design, independent agency operations, and/or experience management.

• Previous experience in Property and Casualty (P+C) insurance is highly preferred.

• Proven track record of influencing executive stakeholders and driving cross-functional initiatives without direct oversight of all delivery teams.

• Demonstrated ability to compellingly present complex findings to executive and sales/frontline audiences.

• Strong project and program management skills with a history of taking initiatives from ideation to execution.

• Familiarity with customer or insurance agent journey mapping methodologies.

• Knowledge of Voice of Customer/Agent programs and feedback platforms (e.g., Medallia, Qualtrics, InMoment, Forsta).

• Proven experience in translating experience insights into measurable business outcomes and tracking their impact over time.

• Willingness to travel up to 30% of the work time.

• CCXP designation is preferred.

• Training in change management and/or Lean/Six Sigma is a plus.

• Preferred experience working directly with independent agents or agency principals.

• Familiarity with the independent agent distribution model and technology systems (e.g., AMS360, EZLynx).

• Exceptional written and verbal communication skills.

• Ability to apply statistical methods to derive actionable insights.

• Collaborative problem-solving abilities across departments.

• An agent-centric mindset alongside strong stakeholder engagement skills.

🏝️ Benefits

• Competitive compensation.

• Flexibility to work remotely from anywhere in the United States for most positions.

• Paid time off, including vacation days, sick leave, nine paid company holidays, and volunteer hours.

• Incentive bonus programs, which may include holiday bonuses, referral bonuses, and performance-based bonuses.

• Comprehensive medical, dental, vision, life, and pet insurance.

• 401(k) retirement savings plan with company matching.

• An engaging work environment.

• Opportunities for promotion.

• Education assistance.

• Professional and personal development opportunities.

• A company recognition program.

• Health and wellbeing resources, including free mental wellbeing therapy and coaching sessions, child and eldercare resources, and more.

• Bonus potential.