Product Manager I Claims Customer Experience

Mercury Insurance Services, LLC

116d•Remote

About The Position

We are seeking a dynamic, analytic, and collaborative Claims Customer Insights & Experience Manager 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. An in-person interview may be required during the hiring process.

Requirements

Minimum: Bachelor’s degree in economics, math, statistics, finance, data science, psychology, or similar.
5+ years of experience in data analysis, business analytics, and/or customer experience roles.
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.
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; for example, identifying that low post-claim survey scores at a specific branch correlate with longer average claim cycle times and recommending targeted process changes.
Curiosity and Continuous Improvement: Proactively seeks to understand the root causes behind customer pain points by exploring new data sources or piloting novel solutions, such as testing alternative digital communication channels to improve customer engagement.
Collaborative Problem-Solving: Works effectively across departments—Ex.: Co-leading a customer journey mapping session and implementing process enhancements based on findings.
Customer-Centric Mindset: Prioritizes solutions that address real customer needs, such as refining claim status update messages to reduce customer confusion and subsequent call volumes.
Stakeholder Engagement: Communicates insights and project progress clearly to executives and frontline staff alike, for instance, delivering a compelling presentation to Claims leadership outlining quarterly VoC trends and recommended improvement initiatives.

Nice To Haves

Master’s degree (M.B.A.)
Prior experience in property-casualty insurance operations or claims administration strongly preferred.
CCXP (Certified Customer Experience Professional) designation
3+ years claims adjuster and/or claims leadership experience

Responsibilities

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. Report findings to Claims leaders with actionable recommendations.
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.

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