Customer Strategist Lead - DPAX
Progressive is dedicated to helping employees move forward and live fully in their careers. Your journey has already begun. Apply today and take the first step to Destination: Progress.
As a lead customer strategist , you will focus on our consumers and their needs to shape and advance the HomeQuote Explorer (HQX) system digital experience. This includes not only the HQX user interface itself, but also lead generation sources, landing pages, purchase flows, retrieval experiences, and re-solicitation methods, all viewed as connected moments within a broader customer journey.
In this role, you’ll help drive measurable improvements in quote completion, bind rates, lead conversion, and efficiency across HQX experiences. You'll do so by partnering with platform and channel leaders, along with adjacent groups in User Research, UX Design, Data Analysis, and Systems/IT, to define problem statements, frame solution approaches, and build business cases that enable experience improvements to be prioritized, funded, and delivered.
This is a remote position with occasional travel (about 4 times per year) to our corporate headquarters in Cleveland, OH for meetings and/or training.
Must-have Qualifications
- A minimum of 10 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 7 years of related professional work experience (e.g., definition and delivery of products through digital, voice, and agent channel experiences).
- Demonstrates intellectual curiosity and self-directed discovery to build a deep understanding of consumer needs, insurance products, and enabling technology capabilities.
- Synthesizes insights from multiple sources (e.g., competitive intelligence, performance data, user research, session replays) to clearly frame problems and articulate opportunity narratives.
- Identifies data, metrics, and reporting needs and uses self-service analytics tools to generate actionable insights that inform prioritization and decisions.
- Brings a working understanding of how platforms, systems, and UX patterns enable end user features and experiences, and applies user-centered design frameworks through discovery, definition, and ideation.
- Builds strong cross-functional relationships and produces clear artifacts, such as journey maps and experience/process flows, to align partners and advance complex, multi-system experiences.
- $98,400 – $131,200/year
- Gainshare annual cash incentive payment up to 30% of your eligible earnings based on company performance.
- 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
Equal Opportunity Employer For ideas about how you might be able to protect yourself from job scams, visit our scam-awareness page at https://www.progressive.com/careers/how-we-hire/faq/job-scams/
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.
