Manager, Agent Experience Strategy – Growth

Mercury Insurance

. Conduct, analyze, and interpret Voice of Agent survey results, interviews, focus groups, and other feedback channels .

Posted 10/8/2026full-timeRemote • California • United StatesMid-LevelSenior💰 $137,523 - $168,083 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer experience design and independent agency operations, with a strong focus on translating insights into measurable business outcomes. Proficient in journey mapping methodologies and stakeholder engagement to drive improvements in agency performance.

Highest-signal resume keywords

Customer Experience DesignJourney Mapping MethodologiesVoice of Customer/Agent ProgramsProject/Program ManagementProperty and Casualty Insurance

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Statistical MethodsData AnalysisExperience ManagementChange ManagementLean/Six Sigma Training

Soft Skills

Exceptional Communication SkillsCollaborative Problem-SolvingStakeholder Engagement

Tools & Technologies

MedalliaQualtricsInMomentForstaAMS360EZLynx

Certifications & Qualifications

CCXP Designation

Industry Keywords

Independent Agent Distribution ModelAgent LifecycleBusiness OutcomesAgency ProductionRetention

About the role

Key responsibilities & impact

Conduct, analyze, and interpret Voice of Agent survey results, interviews, focus groups, and other feedback channels
Identify trends, root causes of friction, and improvement opportunities across the independent agent lifecycle
Build relationships with agency stakeholders and conduct discussions and in-person visits with field sales teams
Tell the story of key needs and priorities of traditional, digital, and commercially focused agencies
Report findings to Experience and Sales leaders with actionable, prioritized recommendations
Connect agent experience metrics to business outcomes including consideration, engagement, quote-to-bind conversion, agency production, and retention
Evaluate growth initiatives to identify design gaps, friction points, and improvement opportunities
Lead cross-functional journey mapping across onboarding, quoting, servicing, claims handoffs, and communications
Manage and execute initiatives across Sales, Experience, Product, Technology, and Underwriting
Design and test pilot solutions and monitor pilot performance and feasibility for broader rollout
Drive measurable improvements in consideration, engagement, conversion, retention, and business outcomes
Align and prioritize roadmap initiatives with Sales leadership, Engagement, Enablement, and Analytics teams
Ensure digital, relationship, and communication touchpoints work together to grow Mercury's share of each agency's book of business

Requirements

What you’ll need

Bachelor's degree in economics, math, statistics, finance, data science, psychology, business, or similar
5+ years of experience in customer experience design, independent agency operations, and/or experience management
Prior experience in Property and Casualty (P+C) insurance strongly preferred
Experience influencing executive stakeholders and shaping cross-functional initiatives without direct ownership of all delivery teams
Proven ability to present complex findings to executive and sales/frontline audiences compellingly
Strong project/program management skills with a track record of taking initiatives from ideation to implementation
Experience with customer or insurance agent journey mapping methodologies
Familiarity with Voice of Customer/Agent programs and feedback platforms (e.g., Medallia, Qualtrics, InMoment, Forsta)
Demonstrated experience translating experience insights into measurable business outcomes and tracking impact over time
Ability to travel up to 30% of work time
CCXP designation preferred
Change management and/or Lean/Six Sigma training a plus
Experience working directly with independent agents or agency principals preferred
Familiarity with the independent agent distribution model and technology systems (e.g., AMS360, EZLynx)
Exceptional written and verbal communication skills
Ability to use statistical methods to uncover actionable insights
Collaborative problem-solving across departments
Agent-centric mindset and stakeholder engagement skills

Benefits

Comp & perks

Competitive compensation
Flexibility to work from anywhere in the United States for most positions
Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours)
Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
Medical, dental, vision, life, and pet insurance
401 (k) retirement savings plan with company match
Engaging work environment
Promotional opportunities
Education assistance
Professional and personal development opportunities
Company recognition program
Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more
Bonus potential