[Remote] Senior or Lead Customer Strategist

Note: The job is a remote job and is open to candidates in USA. Progressive Insurance is dedicated to helping employees move forward and live fully in their careers. As a senior or lead customer strategist, you will lead the design, testing, and delivery of innovative customer experiences aimed at enhancing customer retention and financial outcomes through digital channels. This role involves close collaboration with various teams to translate customer insights into scalable solutions and optimize customer journey experiences.


Responsibilities

  • Lead the design, testing, and delivery of innovative customer experiences within the customer preservation journey across digital channels
  • Focus on creating experiences that drive meaningful customer and financial outcomes, including improvements in cost savings, customer retention, and cross-sales
  • Develop innovative experiences that help customers stay confidently insured by reducing shopping behaviors and proactively addressing moments of defection risk
  • Shape future-state preservation experiences through experimentation with AI-enabled capabilities, personalization strategies, life-event experiences, and proactive intervention models
  • Partner closely with UX, Analytics, IT, and Data Science to translate customer insights and complex data into scalable solutions
  • Leverage experimentation and emerging technologies to continuously evolve and optimize end-to-end journey experiences aligned with enterprise strategy

Skills

  • A minimum of 8 years of related professional work experience (e.g., definition and delivery of products through digital, voice, and agent channel experiences)
  • {OR} Bachelor's degree or higher and a minimum of 5 years of related professional work experience (e.g., definition and delivery of products through digital, voice, and agent channel experiences)
  • Experience designing and delivering customer experiences across digital, voice, and agent channels
  • Experience with designing and delivering on customer retention strategies, especially in lower touch industries
  • Demonstrated ability to leverage customer research, complex data, and trends to identify insights and opportunities
  • Proven ability to analyze challenges, assess solution alternatives, and deliver recommendations that drive projects with meaningful business impact
  • A test-and-learn mindset, with experience partnering with analytics teams to execute A/B testing and experimentation tied to financial outcomes
  • Collaboration and communication skills, with the ability to influence cross‑functional partners and leadership to find feasible, viable, and desirable solutions

Benefits

  • Gainshare annual cash incentive payment up to 30% of your eligible earnings based on company performance
  • 401(k) with dollar-for-dollar company match up to 6%
  • Medical, dental & vision, including free preventative care
  • Wellness & mental health programs
  • Health care flexible spending accounts, health savings accounts, & life insurance
  • Paid time off, including volunteer time off
  • Paid & unpaid sick leave where applicable, as well as short & long-term disability
  • Parental & family leave; military leave & pay
  • Diverse, inclusive & welcoming culture with Employee Resource Groups
  • Career development & tuition assistance
  • Onsite gym & healthcare at large locations

Company Overview

  • Progressive Insurance is a property and casualty insurance provider. It was founded in 1937, and is headquartered in Mansfield, Ohio, USA, with a workforce of 10001+ employees. Its website is https://www.progressive.com.

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