Senior or Lead Customer Strategist - Research & AI

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Senior or lead customer strategist

within our Commercial Lines (CL) organization; you'll lead customer, agent, and business discovery for our Next Generation Quoting capabilities within our Commercial Lines Horizon Program. In this role, you'll focus on understanding complex customer and agent needs, framing the right problems to solve, and translating insights into clear, future‑ready requirements that guide product direction and downstream delivery. You'll leverage AI‑enabled tools to accelerate research, synthesize insights, document decisions, and explore future experience concepts. Additionally, you'll use AI to improve quality, speed, and clarity, and to evaluate AI as a future feature for customers.

This is a remote position with occasional travel to an office for meetings and/or training.

Must-have qualifications

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).

Preferred skills

Experience supporting large‑scale platform or digital transformation efforts.

Exposure to strategy, research, or experience‑led roles supporting digital products.

Interest in how AI‑enabled capabilities may improve customer and agent experiences over time, with an emphasis on thoughtful, responsible application.

Familiarity with complex, multi-step online workflows, with the ability to quickly learn and adapt new tools and processes to improve efficiency and bring clarity to ambiguous work.

Experience in insurance, financial services, SaaS, or other complex or regulated industries

Compensation

$81,400 - $131,200/year depending on position level and experience

Gainshare annual cash incentive payment up to 30% of your eligible earnings based on company performance

Benefits

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

Applicants must be authorized to work for any employer in the U.S. without the need or potential need, of current or future sponsorship for employment. Progressive does not hire candidates with (e.g., F-1 CPT, OPT, or STEM OPT, H-1B, O-1, E-3, TN) statuses for this role.

Equal Opportunity Employer

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