Customer Experience Executive with expertise in the development and execution of innovative and actionable strategies to improve the customer experience in an insurance environment. Particular focus on creating and inspiring a compelling case for change at all levels of an organization by grounding communications and tactics in a fact-based, results-driven approach.
Currently leads Customer Experience for Travelers Insurance Operations, a 5,000+ person organization that includes all company call centers, underwriting support, processing, and billing, among other functions.
Previously responsible for developing and executing the sales strategy within Travelers' emerging direct-to-consumer business (both online and call center) in Personal Insurance, successfully surpassing conversion improvement goals in both channels through a mix of traditional and innovative approaches.
Prior to Travelers, led Customer Experience metrics, research and insight function at Allstate Insurance, responsible for developing and executing research agenda and managing all loyalty metrics, including those used for incentive compensation qualification and calculation for all employees. Prior to Allstate, part of Accenture's (formerly Andersen Consulting) Financial Services Industry group, consulting to 10+ insurance carriers across North America, including top-tier niche, regional, national, and multi-national firms.