Manager, Agent Experience Strategy & Growth
Mercury Insurance Services, LLC · CA, US ·
- Work mode
- Remote
- Employment
- Full time
- Category
- Management
Overview
Position Summary:
We are seeking a dynamic, strategic, and collaborative Product Manager, Agent Experience to join our Sales Experience team. This full-time role will be instrumental in harnessing Voice of Agent (VoA) feedback, behavioral data, and operational insights to design, prioritize and drive initiatives that deepen agency relationships and grow Mercury's share of each independent agency's book of business over time.
The successful candidate will possess relationship building skills, project and program management experience, and a passion for elevating the agent experience across the independent agent lifecycle. As a Product Manager, you will work independently and collaborate closely with cross-functional teams including Sales, Experience, Product, Technology, and Underwriting. You will be responsible for turning the agent experience insights you collect from a wide variety of sources into prioritized, measurable initiatives that increase agent consideration, engagement, and production with Mercury.
The ideal candidate is a highly analytical and collaborative professional with a proven ability to synthesize agent feedback and sales/operational data into actionable business initiatives and is accountable for driving the downstream business impact of those initiatives (e.g., quote volume, share of book, retention, production growth). They bring meaningful experience in the Property and Casualty (P+C) insurance industry — either on the carrier side or at a large independent agency — along with a strong background of understanding and resolving customer/agent experience challenges through cross-functional initiatives. This individual demonstrates curiosity, executive influence, and previous success at translating experience improvement opportunities into recommendations and actions that resonate with audiences at all levels of an organization.
Geo-Salary Information
An in-person interview may be required during the hiring process
State specific pay scales for this role are as follows:
$101,167 to $204,439 (NJ, NY, WA, HI, AK, MD, CT, RI, MA)
$91,970 to $185,853 (NV, OR, AZ, CO, WY, TX, ND, MN, MO, IL, WI, FL, GA, MI, OH, VA, PA, DE, VT, NH, ME)
$82,773 to $167,268 (UT, ID, MT, NM, SD, NE, KS, OK, IA, AR, LA, MS, AL, TN, KY, IN, SC, NC, WV)
In CA: Typical hiring range is $137,523 to $168,083
The expected base salary for this position will vary depending on a number of factors, including relevant experience, skills and location.
Responsibilities
Under limited supervision:
- VoA Data Analysis:
- Conduct, analyze, and interpret Voice of Agent (VoA) survey results, interviews, focus groups, and other feedback channels to identify trends, root causes of friction, and opportunities for improvement across the independent agent lifecycle.
- Tell the story of the key needs and priorities of larger traditional, digital, and commercially-focused agencies to highlight the priorities that will have an outsized impact on these agencies — built through consistent relationship building with key agency stakeholders, discussions, and in-person visits conducted in partnership with field sales teams.
- Report findings to Experience and Sales leaders with actionable, prioritized recommendations.
- Share-of-Book & Business Impact Analysis:
- Partner with Sales and Analytics teams to connect agent experience metrics to business outcomes — including consideration, engagement, quote-to-bind conversion, and agency production/retention — to identify the moments that matter most to earning greater share of an agency's business.
- Evaluate active and planned growth initiatives through a large-agent lens to identify design gaps, friction points, and improvement opportunities that influence key operational metrics and deliver clear, measurable business impact.
- Agent Journey Mapping Leadership:
- Lead cross-functional journey mapping discussions spanning onboarding, quoting, servicing, claims handoffs, and communication touchpoints from the agency's perspective; identify and document pain points and opportunities with a curious, agent-centric mindset.
- Program & Project Management:
- Manage and execute initiatives derived from Voice of Agent findings and journey mapping, collaborating across Sales, Experience, Product, Technology, and Underwriting.
- Design and test pilot solutions for high-potential initiatives or agency segments; monitor and report on pilot performance and feasibility for broader rollout.
- Accountable for leading and driving identified opportunities that drive measurable improvements to consideration, engagement, conversion, and retention metrics and business outcomes among target agent segments.
- Agent Experience Strategy & Prioritization:
- Partner with Sales leadership, Engagement, Enablement, and Analytics teams to align and prioritize roadmap initiatives, ensuring digital, relationship, and communication touchpoints work together to earn a greater share of each agency's book over time.
Qualifications
- Education
- Minimum: Bachelor's degree in economics, math, statistics, finance, data science, psychology, business, or similar.
Preferred: Master's degree or MBA
- Experience
Minimum:
- 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 — either on the carrier side (agency management, sales operations, product) or at a large independent agency (agency leadership, sales, or marketing).
- 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 in a compelling way that highlights opportunities and achieves buy-in for your ideas.
- 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 their impact over time (e.g., production, retention, share of wallet/book).
Preferred:
- CCXP (Certified Customer Experience Professional) designation
- Change management and/or Lean/Six Sigma training a plus
- Experience working directly with independent agents or agency principals in a sales, service, or relationship management capacity
- Familiarity with the independent agent distribution model and technology systems (e.g., AMS360, EZLynx)
- Skills & Abilities
- Exceptional Communicator: Excellent written and verbal communication skills, with the ability to present findings clearly and persuasively to sales and executive audiences.
- Analytical Thinking: Demonstrates the ability to use statistical methods to uncover actionable insights; for example, identifying that agencies with faster, lower-friction quoting experiences carry a higher share of book with Mercury and recommending targeted process changes.
- Curiosity and Continuous Improvement: Proactively seeks to understand the root causes behind agent friction points by exploring new data sources or piloting novel solutions, such as testing new onboarding approaches to improve production.
- Collaborative Problem-Solving: Works effectively across departments — for example, co-leading an agent journey mapping session with Sales and Product, and working with participant groups to build a share roadmap of enhancements based on findings.
- Agent-Centric Mindset: Prioritizes solutions that address real agency needs, such as refining communications or touchpoints to reduce friction and strengthen the agency relationship.
- Stakeholder Engagement: Communicates insights and project progress clearly to executives and frontline sales staff alike, for instance, delivering a compelling presentation to Sales leadership outlining quarterly trends and impact-based recommendations.
- Travel: ability to travel up to 30% of work time.
About the Company
Why choose a career at Mercury?
At Mercury, we have been guided by our purpose to help people reduce risk and overcome unexpected events for more than 60 years. We are one team with a common goal to help others. Everyone needs insurance and we can’t imagine a world without it.
Our team will encourage you to grow, make time to have fun, and work together to make great things happen. We embrace the strengths and values of each team member. We believe in having diverse perspectives where everyone is included, to serve customers from all walks of life.
We care about our people, and we mean it. We reward our talented professionals with a competitive salary, bonus potential, and a variety of benefits to help our team members reach their health, retirement, and professional goals.
#LI-TG1
Learn more about us here: https://www.mercuryinsurance.com/about/careers
Perks and Benefits
We offer many great benefits, including:
- 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
Mercury Insurance is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by federal, state, or local law.