Mercury Insurance · 2 days ago
Product Manager I Claims Customer Experience
United States
Full-time
Remote
Mid, Senior Level
$105K/yr - $199K/yr
5+ years expMercury Insurance is seeking a dynamic and collaborative Claims Customer Insights & Experience Manager. This role will focus on harnessing customer feedback and operational data to enhance claims processes and customer interactions, while working closely with various cross-functional teams.
Insurance
Responsibilities
Analyze monthly Voice of the Customer (VoC) survey results to identify trends, root causes of dissatisfaction, and areas for improvement at branch and individual levels
Report findings to Claims leaders with actionable recommendations
Produce quarterly graphics and executive summaries highlighting customer experience trends, progress toward goals, and key operational drivers
Use regression analysis, correlation, and other statistical techniques to understand relationships between VoC feedback and operational metrics
Co-lead cross-functional customer journey mapping workshops; identify and document key pain points and opportunities for improvement with a "curious" and customer-centric mindset
Manage and execute projects derived from Journey Mapping and VoC findings, collaborating across Claims, Experience, Claims Innovation, Product and IT
Create and test pilot solutions for high-potential initiatives; monitor and report on pilot performance and feasibility of broader rollout
Lead initiatives to optimize customer communications, focusing on reducing costs of written communications and enhancing the effectiveness of digital channels
Work cross-functionally with multiple teams and levels to overhaul Claims communications strategy
Analyze and recommend improvements to ensure digital communications effectively meet customer needs
Qualification
Required
Minimum: Bachelor's degree in economics, math, statistics, finance, data science, psychology, or similar
Preferred
Master's degree (M.B.A.)
5+ years of experience in data analysis, business analytics, and/ or customer experience roles
Prior experience in property-casualty insurance operations or claims administration strongly preferred
Demonstrable experience with statistical analysis tools (Excel, Tableau, SAS, SPSS, R, Python, etc.)
Proven ability to present complex analytical findings to executive audiences and frontline teams
Strong project / program management skills with a track record of seeing initiatives from ideation to implementation
Experience with customer journey mapping methodologies
Familiarity with VoC programs and customer feedback platforms (e.g., Medallia, Qualtrics, InMoment, Forsta)
Change management and/or Lean/Six Sigma training
CCXP (Certified Customer Experience Professional) designation
3+ years claims adjuster and/or claims leadership experience
Benefits
Competitive compensation
Flexibility to work from anywhere in the United States for most positions
Paid time off (vacation time, sick time, paid Company holidays, volunteer hours)
Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
Medical, dental, vision, life, and pet insurance
401 (k) retirement savings plan with company match
Engaging work environment
Promotional opportunities
Education assistance
Professional and personal development opportunities
Company recognition program
Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more
Company
Mercury Insurance
Mercury Insurance has offered quality insurance for personal auto insurance to homeowners insurance to mechanical breakdown protection.
5001-10000 employees
H1B Sponsorship
Mercury Insurance has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (22)
2024 (23)
2023 (14)
2022 (15)
2021 (8)
2020 (13)
Funding
Current Stage
Public CompanyTotal Funding
unknown1985-11-29IPO
Leadership Team
T
Ted Stalick
SVP & CFO
V
Victor Joseph
President & Chief Operating Officer
Recent News
2025-12-18
2025-12-04
2025-11-25
Company data provided by crunchbase