Policy Communications Manager

Mercury Insurance Services, LLC

104d • $98,699 - $182,896

About The Position

We are seeking an execution-focused, strategic and customer-centric Policyholder Communications Manager to lead the transformation of our customer communications. This role will drive improvements in clarity, consistency, and personalization across critical customer touchpoints. This role will be responsible for driving consensus around key communications strategies and infrastructure needs and to develop and execute a multi-year roadmap for improving policyholder communication across the organization. You will commission and establish feedback loops with customers, agents, and internal stakeholders to refine our policyholder communication strategy, create standards, and share best practices. You will consult and champion the use of AI-driven tools to accelerate productivity and personalization. The ideal candidate for this position is a skilled communicator and leader who excels at leveraging customer feedback to enhance communications strategies. The role requires proficiency in customer experience (CX), multi-channel communications, and AI-driven content development to advance and refine our overall communications framework. Candidates should be digital experts, demonstrate a hands-on approach, capable of managing multiple projects simultaneously, and providing business requirements to data analytics and technology teams to implement personalized, clear, and engaging policyholder communications. This person will need to be comfortable with ambiguity and adaptable to emerging opportunities.

Requirements

• 8+ years in Communications and Marketing, Program Management, Business Administration or related fields.
• Proven track record of leading cross-functional initiatives and managing communication pipelines preferably in a regulated consumer environment.
• Exceptional writing and editorial skills, with the ability to distill complex topics for consumer audiences and use communications to improve customer experience.
• Experience with AI-driven content creation and personalization technologies.
• A bachelor’s degree in Communications, Marketing, Business, or a closely related discipline.

Nice To Haves

• Advanced degree or certification in Customer Experience, Digital Marketing or AI applications.

Responsibilities

• Create and implement a roadmap to improve policyholder communications across Claims, Servicing, and Onboarding customer journeys in collaboration with cross-functional senior and Executive leadership teams.
• Establish and manage a cross-functional Enterprise-wide Communications Review Group to set standards and prioritize policyholder communications projects.
• Retire outdated or confusing communications and update legacy content for clarity and relevance.
• Consult and support development of communications for new products, policies, or services.
• Develop and maintain customer-friendly templates and standards for developing frequent communication types in collaboration with Legal, Marketing, and Technology teams.
• Translate agent and customer feedback into actionable improvements.
• Conduct competitor research to benchmark and elevate communication standards.
• Define business requirements and assess solutions for contact and preference management.
• Leverage AI tools to scale high-quality communication output.
• Serve as the single point of contact for Executives in Product, Technology, and Operational teams regarding policyholder communications best practices.
• Provide communications guidance and consultation with stakeholders throughout the product development cycle.

Benefits

• Competitive compensation
• Flexibility to work from anywhere in the United States for most positions
• Paid time off (vacation time, sick time, 9 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees