Senior or Lead Customer Strategist

About the role

Your journey has already begun. Apply today and take the first step to Destination: Progress.

Responsibilities

• Lead the design, testing, and delivery of innovative customer experiences within the customer preservation journey across our digital channels.
• Create experiences that drive meaningful customer and financial outcomes, including improvements in cost savings, customer retention, and cross-sales.
• Develop innovative experiences that help customers stay confidently insured with Progressive by reducing shopping behaviors and proactively addressing moments of defection risk.
• Shape future-state preservation experiences through experimentation with AI-enabled capabilities, personalization strategies, life-event experiences, and proactive intervention models.
• Partner closely with UX, Analytics, IT, and Data Science to translate customer insights and complex data into scalable solutions, leveraging experimentation and emerging technologies to continuously evolve and optimize end-to-end journey experiences aligned with enterprise strategy.
• Occasional travel to an office for meetings and/or training.

Requirements

• A minimum of 8 years of related professional work experience (e.g., definition and delivery of products through digital, voice, and agent channel experiences).
• 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 designing and delivering customer experiences across digital, voice, and agent channels.
• Experience with designing and delivering on customer retention strategies, especially in lower touch industries.
• Demonstrated ability to leverage customer research, complex data, and trends to identify insights and opportunities.
• Proven ability to analyze challenges, assess solution alternatives, and deliver recommendations that drive projects with meaningful business impact.
• A test-and-learn mindset, with experience partnering with analytics teams to execute A/B testing and experimentation tied to financial outcomes.
• Collaboration and communication skills, with the ability to influence cross-functional partners and leadership to find feasible, viable, and desirable solutions.

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

Pay

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

Schedule

Remote position with occasional travel to an office for meetings and/or training.

Qualifications

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).
• 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).

Skills

• Experience designing and delivering customer experiences across digital, voice, and agent channels.
• Experience with designing and delivering on customer retention strategies, especially in lower touch industries.
• Demonstrated ability to leverage customer research, complex data, and trends to identify insights and opportunities.
• Proven ability to analyze challenges, assess solution alternatives, and deliver recommendations that drive projects with meaningful business impact.
• A test-and-learn mindset, with experience partnering with analytics teams to execute A/B testing and experimentation tied to financial outcomes.
• Collaboration and communication skills, with the ability to influence cross-functional partners and leadership to find feasible, viable, and desirable solutions.

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

Pay

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

Schedule

Remote position with occasional travel to an office for meetings and/or training.

Equal Opportunity Employer

Equal Opportunity Employer For ideas about how you might be able to protect yourself from job scams, visit our scam-awareness page at

Application Instructions

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.