Search Options
Skip to main content (Press Enter).
Sign in
Skip auxiliary navigation (Press Enter).
Join CXPA
Event Calendar
Find Your Network
CXPA Market
Manage My Profile
Skip main navigation (Press Enter).
Toggle navigation
Meet Us
History, Mission, and Values
Our Team
Our Members
Our Sponsors
Our Partners
MSc in CX Partner
Our Regions
CXPA Africa
CXPA Asia
CXPA Brazil
CXPA Canada
CXPA Europe
CXPA LatAm Caribbean
CXPA Middle East
CXPA Oceania
CXPA United Kingdom
CXPA United States
Get Involved
CXPA 2025 Conference
Volunteer & Workgroup Opportunities
CX Day
Research
Grow Your Knowledge
What is CX?
Find a CX Partner
CXEducation.com
Find a CX Resource
CX EX Balance
CXBookstore.com
Advance Your Career
Careers in CX
CXPA's CX Impact Awards and Proven Business Impact Case Studies
Earn the CCXP
CXPA Digital Badge User Guides and FAQs
Earn Your CCXP
About the CCXP
Prepare for the CCXP
Apply For The CCXP
Test Administration
Exam Preparation Resources
CXPA CX Framework
Maintain Your CCXP
CCXP Directory
Profile
CXPA Member
CCXP
CXPA Book of Knowledge
Contact Details
Hartford, CT
http://www.travelers.com
×
Enter Password
Enter Password
Confirm Password
Social Links
Suzanne Kinney, CCXP
Dir CX, Business Insurance,
Travelers
Profile
Bio
I'm a customer-focused professional with over 30 years experience in various leadership roles spanning client management, product management, sales support, and customer experience. I worked with Fortune 500 orgs. in the health care analytics space for 25 years and moved into property casualty insurance for the last 7 years. I have organized advisory boards, focus groups product feedback sessions. I have strong analytics background - and
passion - for leveraging data and customer feedback to inform strategic planning and tactical execution
.
I support market leads within Business insurance to assess customer & agent pain points and then partner to craft and implement solutions that improve the experience and bring value to the business.
Strategic and tactical responsibility for VOC programs to capture, identify and address customer needs, preferences and pain points that impact satisfaction and loyalty
Responsible for survey design to support business goals; reporting and analysis to identify process improvements; and monitoring front-line closed loop actions
Conduct in-depth VOC analysis to inform CX roadmap, support strategic initiatives, and prioritize IT investment
Map customer journeys, develop personas, identify pain points that resulted in changes to customer communications, auditor best practices, onboarding experience, dispute resolution processes, and enhancements to online experiences
Present insights and recommendations to business leaders that have measurable business impact and drive improvements in customer experience
Proactively consult and business partner with functional leaders to develop action plans and implement changes
Manage VOC reporting platform including design of real-time dashboards tailored to stakeholder audiences
Collaborate with Small Commercial and Middle Market business partners to ensure alignment and consistency with insights, recommendations and action plans to drive experience improvements
Promote and cultivate customer centric culture through education, engagement activities, employee spotlights, best practices, management messaging, and CX recognition awards
Industry
Insurance
Global Region
United States
Platinum
Silver
Silver
Bronze
Bronze
CX Day Sponsor
CX Day Sponsor
CX Day Sponsor
Skip Navigation Links
Contact Us
Membership FAQs
Copyright � CXPA. All rights reserved.
Powered by Higher Logic