Customer Experience Director

Why CIG?

At Capital Insurance Group we offer our employees more than just a job. We foster career growth, provide opportunities to give back to our communities, and help you take the next step in your career!

CIG was founded in 1898 by a group of earnest farmers in need of protection and today, we are the leading West Coast Property & Casualty insurer. CIG is certified as a Great Place to Work and provides a collaborative, inclusive, and fun work culture for all employees.

Benefits

• Accrue twenty-one days of Paid Time Off during your first year
• Up to eighty-seven percent of benefits covered by CIG for you and your family members
  • Medical, dental, vision plans
• One hundred percent covered plans
  • Basic Life & AD&D
  • Employee Assistance
  • Leave Management
  • Long Term Disability
  • Short Term Disability (Outside of CA)

• Family Caregiver Support (Homethrive)
• Child Care Resources (Tootris)
• Business Travel Accident Protection

• Voluntary benefit offerings
  • Short-term (CA only)
  • Voluntary Life AD&D self, spouse and child plans
  • Flexible Spending
  • Health Savings (HSA)
  • Hospital Indemnity
  • Accidental Injury

• Critical Illness
• ARAG Legal Services
• Norton LifeLock

• Nine paid holidays, plus two floating holidays
• Above and Beyond Reward Recognition Program
  • Kudos & Shout Out Points Program
  • Quarterly Above and Beyond Bonus Program
  • Annual Above and Beyond Bonus Program
• Competitive compensation
  • Base compensation
  • Salary Management Spot Bonuses
  • Annual Incentive/Profit sharing program, potential payout annually based on company results.
• Discount partnerships
  • Gym memberships, credit union, travel, shopping, restaurants, theme parks, and more
• Insurance Educational reimbursement and bonus programs
• Employee Referral Bonus Program
• Home and Auto Insurance Discount Program.
• Paid Volunteer Time – Through company planned community events and choose your own adventure PVT in giving back in ways that are meaningful to you!
• Retirement savings benefit (401k and Roth + match)
• Health & Financial Wellness
  • Wellness platform, tools and events
  • Health Savings Account – match
  • Financial Wellness Resources

JOB OVERVIEW:

The Customer Experience Director is responsible for defining, developing, leading, and executing the organization’s policyholder experience strategy. This role partners across the enterprise to deliver a consistent, high-quality experience throughout the entire policyholder lifecycle—from onboarding through renewal and retention. The ideal candidate brings deep property and casualty (P&C) insurance expertise, a strong customer-centric mindset, and proven success leading teams and driving measurable service and experience improvements.

RESPONSIBILITIES:

Customer Experience Strategy & Leadership

• Develop and execute a comprehensive customer experience (CX) strategy focused on the end-to-end policyholder journey.
• Lead initiatives designed to improve policyholder retention, reduce cancellations, and increase lifetime value.
• Establish customer experience principles, service standards, and measurable outcomes aligned with organizational goals.
• Build, lead, and mentor a high-performing CX team that supports enterprise-wide initiatives.
• Partner closely with underwriting, claims, sales/agency, and customer service teams to ensure a seamless and consistent experience across all touchpoints.

Program Development & Execution

• Design and implement data-driven frameworks to assess customer health, identify risk, and prioritize engagement throughout the policy lifecycle.
• Analyze the full policyholder journey to uncover opportunities to reduce friction, improve satisfaction, and strengthen retention.
• Lead CX initiatives including customer journey mapping, voice-of-the-customer programs, process redesign, and service recovery strategies.
• Develop and maintain CX metrics, dashboards, and reporting to measure effectiveness across retention, renewals, and expansion.
• Implement tools and technologies that enhance customer insights, interaction