Position Compensation Range:
$62,000.00 - $103,000.00Pay Rate Type:
SalaryCompensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.
Primary Accountabilities
•Assists in achieving the operational objectives with efficient and effective work design; includes extensive knowledge of area policies and procedures.
•Serves as a subject matter expert and communication liaison for internal and external business partners.
•Collaborates with peers to develop distinctive customer experiences that differentiate the company in the market and meet the needs of target customer groups. Designs and leads test and learns to solve business problems and maximize customers’ experiences.
•Collaborates with research areas and external sources, as necessary, to obtain desired data and scopes additional research needed to assist in identifying customer experience improvement opportunities. Analyzes and synthesizes all sources of customer data and insight to identify and inform customer experience improvement opportunities.
•Develops and monitors standards across the customer ecosystem (people, process, technology) needed to deliver intended customer experience.
•Creates business cases and actionable recommendations around improving acquisition, retention, and satisfaction.
Specialized Knowledge & Skills Requirements
•Demonstrated experience providing customer-driven solutions, support or service.
•Basic knowledge and understanding of insurance or contact center operations.
•Demonstrated experience in resolving complex customer experience issues.
•Extensive knowledge and understanding of insurance or contact center technology, billing and policy systems, policy contracts, and state regulations.
•Solid knowledge and understanding of MS Office Products.
•Solid knowledge and understanding of professional and effective business writing.
•Demonstrated experience with process improvement methodologies.
Licenses
•Not applicable.
Travel Requirements
•Up to 25%.
Physical Requirements
•Work that primarily involves sitting/standing.
Working Conditions
•Not applicable.
- To ensure a strong start, all employees participate in our New Employee Orientation during their first week. This experience is held in person at our Madison, WI Headquarters or one of our AmFam core locations to help you connect with our mission, meet key team members and build relationships that support your growth. At times, sessions may be delivered virtually based on scheduling and availability.
- Offer to selected candidate will be made contingent on the results of applicable background checks
- Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions
- Sponsorship will not be considered for this position unless specified in the posting
In this hybrid role, you will be expected to work a minimum of 10
days per month from the office. Candidates should reside within
approximately 35-50 miles of one of the following office locations:
Madison, WI 53783; Phoenix, AZ 85034
#LI-Hybrid
We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.
We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.
American Family Insurance is committed to the full inclusion of all qualified individuals. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please email [email protected] to request a reasonable accommodation.
#LI-SK1Skills Required
- Demonstrated experience providing customer-driven solutions, support, or service
- Basic knowledge and understanding of insurance or contact center operations
- Demonstrated experience resolving complex customer experience issues
- Extensive knowledge of insurance or contact center technology, billing and policy systems, policy contracts, and state regulations
- Solid knowledge of Microsoft Office products
- Solid knowledge of professional and effective business writing
- Demonstrated experience with process improvement methodologies
American Family Insurance Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about American Family Insurance and has not been reviewed or approved by American Family Insurance.
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Pay Growth & Progression — Compensation has seen multiple increases, including a higher internal minimum hourly wage effective 2025 for many customer‑facing and claims roles. These moves indicate continued investment to raise the pay floor and improve total rewards competitiveness.
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Retirement Support — The total package includes a 401(k) with company match alongside a company‑funded cash‑balance pension, strengthening long‑term financial security. This combination is positioned as a standout element within the overall benefits mix.
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Parental & Family Support — Paid parental leave was expanded in 2025 for birthing parents and for all parents, including adoptive and foster. Caregiver leave adds further family support within the leave portfolio.
American Family Insurance Insights
What We Do
For more than 85 years, American Family Insurance has built its reputation on sound principles. We strive to provide you industry-leading service, exceptional claims experience and products that build long-term relationships. This is accomplished by treating policyholders fairly in a helpful and caring way and making it easy and convenient to work with us. We know our customers like family. American Family Insurance thrives by conducting its business in accordance with the highest ethical standards and the law at all times. Integrity is part of our culture and always has been. The reputation we enjoy and trust-based relationships we have built with our customers are determined by the example set by management and the character and good judgment exercised at all levels of our organization. It’s a way of doing business that our customers have come to expect from us and a standard that we continue to live up to.
