Customer Experience Director

Why CIG At Capital Insurance Group we offer our employees more than just a job We foster career growth provide opportunities to give back to our communities and help you take the next step in your career CIG was founded in 1898 by a group of earnest farmers in need of protection and today we are the leading West Coast Property & Casualty insurer CIG is certified as a Great Place to Work and provides a collaborative inclusive and fun work culture for all employees Benefits Accrue twenty one days of Paid Time Off during your first yearUp to eighty seven percent of benefits covered by CIG for you and your family membersMedical dental vision plansOne hundred percent covered plansBasic Life & AD&DEmployee AssistanceLeave ManagementLong Term DisabilityShort Term Disability Outside of CAFamily Caregiver Support HomethriveChild Care Resources TootrisBusiness Travel Accident ProtectionVoluntary benefit offeringsShort term CA onlyVoluntary Life AD&D self spouse and child plansFlexible SpendingHealth Savings HSAHospital IndemnityAccidental InjuryCritical IllnessARAG Legal ServicesNorton LifeLockNine paid holidays plus two floating holidaysAbove and Beyond Reward Recognition ProgramKudos & Shout Out Points ProgramQuarterly Above and Beyond Bonus ProgramAnnual Above and Beyond Bonus ProgramCompetitive compensationBase compensationSalary Management Spot BonusesAnnual IncentiveProfit sharing program potential payout annually based on company resultsDiscount partnershipsGym memberships credit union travel shopping restaurants theme parks and moreInsurance Educational reimbursement and bonus programsEmployee Referral Bonus ProgramHome and Auto Insurance Discount ProgramPaid Volunteer Time Through company planned community events and choose your own adventure PVT in giving back in ways that are meaningful to youRetirement savings benefit 401k and Roth matchHealth & Financial WellnessWellness platform tools and eventsHealth Savings Account matchFinancial Wellness Resources JOB OVERVIEW The Customer Experience Director is responsible for defining developing leading and executing the organizations policyholder experience strategy This role partners across the enterprise to deliver a consistent high quality experience throughout the entire policyholder lifecyclefrom onboarding through renewal and retention The ideal candidate brings deep property and casualty P&C insurance expertise a strong customer centric mindset and proven success leading teams and driving measurable service and experience improvements RESPONSIBILITIES Customer Experience Strategy & Leadership Develop and execute a comprehensive customer experience CX strategy focused on the end to end policyholder journeyLead initiatives designed to improve policyholder retention reduce cancellations and increase lifetime valueEstablish customer experience principles service standards and measurable outcomes aligned with organizational goalsBuild lead and mentor a high performing CX team that supports enterprise wide initiativesPartner closely with underwriting claims salesagency and customer service teams to ensure a seamless and consistent experience across all touchpointsProgram Development & Execution Design and implement data driven frameworks to assess customer health identify risk and prioritize engagement throughout the policy lifecycleAnalyze the full policyholder journey to uncover opportunities to reduce friction improve satisfaction and strengthen retentionLead CX initiatives including customer journey mapping voice of the customer programs process redesign and service recovery strategiesDevelop and maintain CX metrics dashboards and reporting to measure effectiveness across retention renewals and expansionImplement tools and technologies that enhance customer insights interactions and service deliveryMonitor trends and feedback providing actionable recommendations for continuous improvementStakeholder Collaboration & Change Management Serve as the internal advocate for the policyholder ensuring customer needs are represented in decision makingDrive cross functional collaboration to address service challenges and implement customer focused solutionsLead change management efforts that embed a customer centric mindset and operating model across the organizationJob description is not prescriptive but rather a guide as to the duties and responsibilities you will have however it is not limited to the listed above REQUIREMENTS 10 years of experience in Customer ExperienceSuccess or related roles Sales Underwriting or Claims Operations preferredMinimum of 5 years in a manager or Director level role with enterprise scope and cross functional leadership responsibilityProperty & Casualty insurance experience in one or more of the following areasSales AgencyUnderwritingClaimsCustomer ServiceDemonstrated experience leading customer experience programs journey mapping or process improvement initiativesDemonstrated experience leading change management initiatives including stakeholder alignment communication planning adoption strategies and measurement of outcomes related to customer experience improvementsStrong analytical and problem solving skills with the ability to translate insights into strategic actionExcellent communication interpersonal and collaboration skillsPreferred Bachelors degree in Business Communications Insurance or a related fieldExperience with CX technologies customer listening platforms or CRM systemsSalary Range 150k to 190k The salary range listed here has been provided to comply with local regulations and represents a potential base salary range for this role Please note that actual salaries may vary within the range above or below depending on experience and location We look at compensation for each individual and base our offer on your unique qualifications experience and expected contributions This position may also be eligible for other types of compensation in addition to base salary such as benefits and bonus programs