Note: The job is a remote job and is open to candidates in USA. Mercury Insurance is an insurance company seeking a Product Manager, Agent Experience to join its Sales Experience team. The role uses Voice of Agent feedback, behavioral data, and operational insights to design and prioritize initiatives that improve the independent agent lifecycle, deepen agency relationships, and grow Mercury’s share of agency business. The Product Manager leads cross-functional programs, journey mapping, pilot solutions, and measurable business-impact initiatives across Sales, Experience, Product, Technology, and Underwriting.
Responsibilities
- 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
- 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
- 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
- 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
- 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
Skills
- 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 — 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)
- Excellent written and verbal communication skills, with the ability to present findings clearly and persuasively to sales and executive audiences
- 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
- 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
- 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
- Prioritizes solutions that address real agency needs, such as refining communications or touchpoints to reduce friction and strengthen the agency relationship
- 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
- Ability to travel up to 30% of work time
- Master's degree or MBA
- 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)
Benefits
- 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
Company Overview
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