Senior or Lead Customer Strategist - Research & AI

As a 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-scaleplatformor digital transformation efforts.
• Exposure tostrategy, 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

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