Product Manager I Claims Customer Experience - Remote Eligible

Product Manager, Claims Customer Experience (CX)

We are seeking a dynamic, analytic, and collaborative Product Manager, Claims Customer Experience (CX) to join our team. This full-time role will be instrumental in harnessing customer feedback and operational data to drive improvements in our claims processes, customer touchpoints, and communication strategies. The successful candidate will possess strong data analysis skills, project & program management experience, and a passion for elevating the claims customer experience.

As a Product Manager, you will work independently and collaborate closely with cross-functional teams including Claims, Experience, Product, Technology, and Claims Innovation. You will be responsible for enabling Claims Team Members and leaders to provide exceptional experiences to customers and third-party claimants.

The ideal candidate for this role is a highly analytical and collaborative professional with a proven ability to synthesize complex customer feedback and operational datasets into actionable business insights. They possess advanced data analysis skills, experience leading cross-functional projects, and a strong understanding of customer experience principles—preferably within the insurance or financial services sector. This individual demonstrates curiosity, a continuous improvement mindset, and excels at communicating findings and recommendations to both executive and frontline audiences.

Responsibilities

Under limited supervision:

• VoC Data Analysis: 

• 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.

• Data Visualization & Reporting: 

• Produce quarterly graphics and executive summaries highlighting customer experience trends, progress toward goals, and key operational drivers.

• Advanced Analytical Modeling: 

• Use regression analysis, correlation, and other statistical techniques to understand relationships between VoC feedback and operational metrics.

• Customer Journey Mapping Leadership: 

• 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.

• Project Management: 

• 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.

• Claims Communications Improvement Initiatives: 

• 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.

Qualifications

Education 

• 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.

Preferred:

• CCXP (Certified Customer Experience Professional) designation
• 3+ years claims adjuster and/or claims leadership experience

Skills & Abilities:

• Exceptional Communicator: Excellent written and verbal communication skills, with the ability to present findings clearly and persuasively.

• Analytical Thinking: Demonstrates the ability to use statistical methods to uncover actionable insights.

• Curiosity and Continuous Improvement: Proactively seeks to understand the root causes behind customer pain points.

• Collaborative Problem-Solving: Works effectively across departments.

• Customer-Centric Mindset: Prioritizes solutions that address real customer needs.

• Stakeholder Engagement: Communicates insights and project progress clearly to executives and frontline staff alike.

About the Company

Join an amazing team that is consistently recognized for our achievements and culture, including our most recent Forbes award of being one of America's Best Midsize Employers!

At Mercury, we have been guided by our purpose to help people reduce risk and overcome unexpected events for more than 60 years. We are one team with a common goal to help others. Everyone needs insurance and we can't imagine a world without it.

Our team will encourage you to grow, make time to have fun, and work together to make great things happen. We embrace the strengths and values of each team member. We believe in having diverse perspectives where everyone is included, to serve customers from all walks of life.

We care about our people, and we mean it. We reward our talented professionals with a competitive salary, bonus potential, and a variety of benefits to help our team members reach their health, retirement, and professional goals.

Learn more about us here: https://www.mercuryinsurance.com/about/careers

Mercury Insurance is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by federal, state, or local law.

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Perks and Benefits

We offer many great benefits, including:

• 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

Pay Range

USD $105,245.00 - USD $199,452.00 /Yr.