Customer Experience Director

California Capital Insurance • Reno, NV

5d

About The Position

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. 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. Job 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 Experience/Success or related roles Sales, Underwriting, or Claims Operations preferred.
• Minimum of 5 years in a manager or Director-level role with enterprise scope and cross-functional leadership responsibility.
• Property & Casualty insurance experience in one or more of the following areas: Sales / Agency Underwriting Claims Customer Service
• Demonstrated experience leading customer experience programs, journey mapping, or process improvement initiatives.
• Demonstrated experience leading change management initiatives, including stakeholder alignment, communication planning, adoption strategies, and measurement of outcomes related to customer experience improvements.
• Strong analytical and problem-solving skills with the ability to translate insights into strategic action.
• Excellent communication, interpersonal, and collaboration skills.
• Bachelors degree in Business, Communications, Insurance, or a related field.

Nice To Haves

• Experience with CX technologies, customer listening platforms, or CRM systems.

Responsibilities

• Customer Experience Strategy & Leadership Develop and execute a comprehensive customer experience (CX) strategy focused on the end-to-end policyholder journey.
• Lead initiatives designed to improve policyholder retention, reduce cancellations, and increase lifetime value.
• Establish customer experience principles, service standards, and measurable outcomes aligned with organizational goals.
• Build, lead, and mentor a high-performing CX team that supports enterprise-wide initiatives.
• Partner closely with underwriting, claims, sales/agency, and customer service teams to ensure a seamless and consistent experience across all touchpoints.
• Program Development & Execution Design and implement data-driven frameworks to assess customer health, identify risk, and prioritize engagement throughout the policy lifecycle.
• Analyze the full policyholder journey to uncover opportunities to reduce friction, improve satisfaction, and strengthen retention.
• Lead CX initiatives including customer journey mapping, voice-of-the-customer programs, process redesign, and service recovery strategies.
• Develop and maintain CX metrics, dashboards, and reporting to measure effectiveness across retention, renewals, and expansion.
• Implement tools and technologies that enhance customer insights, interactions, and service delivery.
• Monitor trends and feedback, providing actionable recommendations for continuous improvement.
• Stakeholder Collaboration & Change Management Serve as the internal advocate for the policyholder, ensuring customer needs are represented in decision-making.
• Drive cross-functional collaboration to address service challenges and implement customer-focused solutions.
• Lead change management efforts that embed a customer-centric mindset and operating model across the organization.

Benefits

• Accrue twenty-one days of Paid Time Off during your first year
• Up to eighty-seven percent of benefits covered by CIG for you and your family members
• Medical, dental, vision plans
• One hundred percent covered plans Basic Life & AD&D
• Employee Assistance
• Leave Management
• Long Term Disability
• Short Term Disability (Outside of CA)
• Family Caregiver Support (Homethrive)
• Child Care Resources (Tootris)
• Business Travel Accident Protection
• Voluntary benefit offerings Short-term (CA only)
• Voluntary Life AD&D self, spouse and child plans
• Flexible Spending Health Savings (HSA)
• Hospital Indemnity
• Accidental Injury
• Critical Illness
• ARAG Legal Services
• Norton LifeLock
• Nine paid holidays, plus two floating holidays
• Above and Beyond Reward Recognition Program
• Kudos & Shout Out Points Program
• Quarterly Above and Beyond Bonus Program
• Annual Above and Beyond Bonus Program
• Competitive compensation
• Base compensation
• Salary Management
• Spot Bonuses
• Annual Incentive/Profit sharing program, potential payout annually based on company results.
• Discount partnerships Gym memberships, credit union, travel, shopping, restaurants, theme parks, and more
• Insurance
• Educational reimbursement and bonus programs
• Employee Referral Bonus Program
• Home and Auto Insurance Discount Program.
• Paid Volunteer Time Through company planned community events and choose your own adventure PVT in giving back in ways that are meaningful to you!
• Retirement savings benefit (401k and Roth + match)
• Health & Financial Wellness
• Wellness platform, tools and events
• Health Savings Account match
• Financial Wellness Resources

What This Job Offers

• Job Type: Full-time
• Career Level: Director