Director, Customer Experience
Capital Insurance Group, Reno, NV, United States
Career Opportunities with California Capital Insurance
A great place to work.
At Capital Insurance Group we offer our employees more than just a job. We foster career growth, provide opportunities to give back to our communities, and help you take the next step in your career!
CIG was founded in 1898 by a group of earnest farmers in need of protection and today, we are the leading West Coast Property & Casualty insurer. CIG is certified as a Great Place to Work and provides a collaborative, inclusive, and fun work culture for all employees.
Accrue twenty-one days of Paid Time Off during your first year
Up to eighty‑seven percent of benefits covered by CIG for you and your family members
Medical, dental, vision plans
One hundred percent covered plans
Basic Life & AD&D
Employee Assistance
Leave Management
Long Term Disability
Short Term Disability (Outside of CA)
Family Caregiver Support (Homethrive)
Child Care Resources (Tootris)
Business Travel Accident Protection
Voluntary benefit offerings
Short‑term (CA only)
Voluntary Life AD&D self, spouse and child plans
Flexible Spending
Health Savings (HSA)
Hospital Indemnity
Accidental Injury
Critical Illness
ARAG Legal Services
Norton LifeLock
Above and Beyond Reward Recognition Program
Kudos & Shout Out Points Program
Quarterly Above and Beyond Bonus Program
Annual Above and Beyond Bonus Program
Competitive compensation
Base compensation
Salary Management Spot Bonuses
Annual Incentive/Profit sharing program, potential payout annually based on company results.
Gym memberships, credit union, travel, shopping, restaurants, theme parks, and more
Insurance Educational reimbursement and bonus programs
Employee Referral Bonus Program
Home and Auto Insurance Discount Program.
Paid Volunteer Time – Through company planned community events and choose your own adventure PVT in giving back in ways that are meaningful to you!
Retirement savings benefit (401k and Roth + match)
Wellness platform, tools and events
Health Savings Account – match
Financial Wellness Resources
JOB OVERVIEW The Customer Experience Director is responsible for defining, developing, leading, and executing the organization’s policyholder experience strategy. This role partners across the enterprise to deliver a consistent, high‑quality experience throughout the entire policyholder lifecycle—from onboarding through renewal and retention. The ideal candidate brings deep property and casualty (P&C) insurance expertise, a strong customer‑centric mindset, and proven success leading teams and driving measurable service and experience improvements.
RESPONSIBILITIES Customer Experience Strategy & Leadership
Develop and execute a comprehensive customer experience (CX) strategy focused on the end‑to‑end policyholder journey.
Lead initiatives designed to improve policyholder retention, reduce cancellations, and increase lifetime value.
Establish customer experience principles, service standards, and measurable outcomes aligned with organizational goals.
Build, lead, and mentor a high‑performing CX team that supports enterprise‑wide initiatives.
Partner closely with underwriting, claims, sales/agency, and customer service teams to ensure a seamless and consistent experience across all touchpoints.
Program Development & Execution
Design and implement data‑driven frameworks to assess customer health, identify risk, and prioritize engagement throughout the policy lifecycle.
Analyze the full policyholder journey to uncover opportunities to reduce friction, improve satisfaction, and strengthen retention.
Lead CX initiatives including customer journey mapping, voice‑of‑the‑customer programs, process redesign, and service recovery strategies.
Develop and maintain CX metrics, dashboards, and reporting to measure effectiveness across retention, renewals, and expansion.
Implement tools and technologies that enhance customer insights, interactions, and service delivery.
Monitor trends and feedback, providing actionable recommendations for continuous improvement.
Stakeholder Collaboration & Change Management
Serve as the internal advocate for the policyholder, ensuring customer needs are represented in decision‑making.
Drive cross‑functional collaboration to address service challenges and implement customer‑focused solutions.
Lead change management efforts that embed a customer‑centric mindset and operating model across the organization.
Job description is not prescriptive, but rather a guide as to the duties and responsibilities you will have, however it is not limited to the listed above.
REQUIREMENTS
10+ years of experience in Customer Experience/Success or related roles Sales, Underwriting, or Claims Operations preferred.
Minimum of 5 years in a manager or Director‑level role with enterprise scope and cross‑functional leadership responsibility.
Property & Casualty insurance experience in one or more of the following areas:
Sales / Agency
Underwriting
Claims
Customer Service
Demonstrated experience leading customer experience programs, journey mapping, or process improvement initiatives.
Demonstrated experience leading change management initiatives, including stakeholder alignment, communication planning, adoption strategies, and measurement of outcomes related to customer experience improvements.
Strong analytical and problem‑solving skills with the ability to translate insights into strategic action.
Excellent communication, interpersonal, and collaboration skills.
Preferred
Bachelor’s degree in Business, Communications, Insurance, or a related field.
Experience with CX technologies, customer listening platforms, or CRM systems.
Salary Range $150k to $190k
The salary range listed here has been provided to comply with local regulations and represents a potential base salary range for this role. Please note that actual salaries may vary within the range above or below, depending on experience and location. We look at compensation for each individual and base our offer on your unique qualifications, experience, and expected contributions. This position may also be eligible for other types of compensation in addition to base salary, such as benefits and bonus programs.
#J-18808-Ljbffr
At Capital Insurance Group we offer our employees more than just a job. We foster career growth, provide opportunities to give back to our communities, and help you take the next step in your career!
CIG was founded in 1898 by a group of earnest farmers in need of protection and today, we are the leading West Coast Property & Casualty insurer. CIG is certified as a Great Place to Work and provides a collaborative, inclusive, and fun work culture for all employees.
Accrue twenty-one days of Paid Time Off during your first year
Up to eighty‑seven percent of benefits covered by CIG for you and your family members
Medical, dental, vision plans
One hundred percent covered plans
Basic Life & AD&D
Employee Assistance
Leave Management
Long Term Disability
Short Term Disability (Outside of CA)
Family Caregiver Support (Homethrive)
Child Care Resources (Tootris)
Business Travel Accident Protection
Voluntary benefit offerings
Short‑term (CA only)
Voluntary Life AD&D self, spouse and child plans
Flexible Spending
Health Savings (HSA)
Hospital Indemnity
Accidental Injury
Critical Illness
ARAG Legal Services
Norton LifeLock
Above and Beyond Reward Recognition Program
Kudos & Shout Out Points Program
Quarterly Above and Beyond Bonus Program
Annual Above and Beyond Bonus Program
Competitive compensation
Base compensation
Salary Management Spot Bonuses
Annual Incentive/Profit sharing program, potential payout annually based on company results.
Gym memberships, credit union, travel, shopping, restaurants, theme parks, and more
Insurance Educational reimbursement and bonus programs
Employee Referral Bonus Program
Home and Auto Insurance Discount Program.
Paid Volunteer Time – Through company planned community events and choose your own adventure PVT in giving back in ways that are meaningful to you!
Retirement savings benefit (401k and Roth + match)
Wellness platform, tools and events
Health Savings Account – match
Financial Wellness Resources
JOB OVERVIEW The Customer Experience Director is responsible for defining, developing, leading, and executing the organization’s policyholder experience strategy. This role partners across the enterprise to deliver a consistent, high‑quality experience throughout the entire policyholder lifecycle—from onboarding through renewal and retention. The ideal candidate brings deep property and casualty (P&C) insurance expertise, a strong customer‑centric mindset, and proven success leading teams and driving measurable service and experience improvements.
RESPONSIBILITIES Customer Experience Strategy & Leadership
Develop and execute a comprehensive customer experience (CX) strategy focused on the end‑to‑end policyholder journey.
Lead initiatives designed to improve policyholder retention, reduce cancellations, and increase lifetime value.
Establish customer experience principles, service standards, and measurable outcomes aligned with organizational goals.
Build, lead, and mentor a high‑performing CX team that supports enterprise‑wide initiatives.
Partner closely with underwriting, claims, sales/agency, and customer service teams to ensure a seamless and consistent experience across all touchpoints.
Program Development & Execution
Design and implement data‑driven frameworks to assess customer health, identify risk, and prioritize engagement throughout the policy lifecycle.
Analyze the full policyholder journey to uncover opportunities to reduce friction, improve satisfaction, and strengthen retention.
Lead CX initiatives including customer journey mapping, voice‑of‑the‑customer programs, process redesign, and service recovery strategies.
Develop and maintain CX metrics, dashboards, and reporting to measure effectiveness across retention, renewals, and expansion.
Implement tools and technologies that enhance customer insights, interactions, and service delivery.
Monitor trends and feedback, providing actionable recommendations for continuous improvement.
Stakeholder Collaboration & Change Management
Serve as the internal advocate for the policyholder, ensuring customer needs are represented in decision‑making.
Drive cross‑functional collaboration to address service challenges and implement customer‑focused solutions.
Lead change management efforts that embed a customer‑centric mindset and operating model across the organization.
Job description is not prescriptive, but rather a guide as to the duties and responsibilities you will have, however it is not limited to the listed above.
REQUIREMENTS
10+ years of experience in Customer Experience/Success or related roles Sales, Underwriting, or Claims Operations preferred.
Minimum of 5 years in a manager or Director‑level role with enterprise scope and cross‑functional leadership responsibility.
Property & Casualty insurance experience in one or more of the following areas:
Sales / Agency
Underwriting
Claims
Customer Service
Demonstrated experience leading customer experience programs, journey mapping, or process improvement initiatives.
Demonstrated experience leading change management initiatives, including stakeholder alignment, communication planning, adoption strategies, and measurement of outcomes related to customer experience improvements.
Strong analytical and problem‑solving skills with the ability to translate insights into strategic action.
Excellent communication, interpersonal, and collaboration skills.
Preferred
Bachelor’s degree in Business, Communications, Insurance, or a related field.
Experience with CX technologies, customer listening platforms, or CRM systems.
Salary Range $150k to $190k
The salary range listed here has been provided to comply with local regulations and represents a potential base salary range for this role. Please note that actual salaries may vary within the range above or below, depending on experience and location. We look at compensation for each individual and base our offer on your unique qualifications, experience, and expected contributions. This position may also be eligible for other types of compensation in addition to base salary, such as benefits and bonus programs.
#J-18808-Ljbffr