About the Job:

We are seeking an execution-focused, strategic and customer-centric Policyholder Communications Manager to lead the transformation of our customer communications. This role will drive improvements in clarity, consistency, and personalization across critical customer touchpoints. 

This role will be responsible for driving consensus around key communications strategies and infrastructure needs and to develop and execute a multi-year roadmap for improving policyholder communication across the organization. You will commission and establish feedback loops with customers, agents, and internal stakeholders to refine our policyholder communication strategy, create standards, and share best practices. You will consult and champion the use of AI-driven tools to accelerate productivity and personalization. 

The ideal candidate for this position is a skilled communicator and leader who excels at leveraging customer feedback to enhance communications strategies. The role requires proficiency in customer experience (CX), multi-channel communications, and AI-driven content development to advance and refine our overall communications framework.  

Candidates should be digital experts, demonstrate a hands-on approach, capable of managing multiple projects simultaneously, and providing business requirements to data analytics and technology teams to implement personalized, clear, and engaging policyholder communications. This person will need to be comfortable with ambiguity and adaptable to emerging opportunities. 

State specific pay scales for this role are as follows:

$98,699 to $182,896  (CA, NJ, NY, WA, HI, AK, MD, CT, RI, MA)

$89,727 to $166,269 (NV, OR, AZ, CO, WY, TX, ND, MN, MO, IL, WI, FL, GA, MI, OH, VA, PA, DE, VT, NH, ME)

$80,754 to $149,642  (UT, ID, MT, NM, SD, NE, KS, OK, IA, AR, LA, MS, AL, TN, KY, IN, SC, NC, WV)

The expected base salary for this position will vary depending on a number of factors, including relevant experience, skills and location.

Responsibilities:

Under limited supervision:  

Communications Planning & Execution 

• Responsible to create and implement a roadmap to improve policyholder communications across Claims, Servicing, and Onboarding customer journeys in collaboration with cross-functional senior and Executive leadership teams 
• Establish and manage a cross-functional Enterprise-wide Communications Review Group to set standards and prioritize policyholder communications projects 

Content Development & Optimization 

• Retire outdated or confusing communications and update legacy content for clarity and relevance. 
• Consult and support development of communications for new products, policies, or services. 
• In collaboration with Legal, Marketing, and Technology teams, develop and maintain customer-friendly templates and standards for developing frequent communication types (e.g. u/w memos, CSR emails) 

Customer Experience & Feedback Integration 

• Translate agent and customer feedback into actionable improvements. 
• Conduct competitor research to benchmark and elevate communication standards. 

Technology & Process Enablement 

• Define business requirements and assess solutions for contact and preference management. 
• Leverage AI tools to scale high-quality communication output. 

Stakeholder Collaboration 

• Serve as the single point of contact for Executives in Product, Technology, and Operational teams regarding policyholder communications best practices. 
• Provide communications guidance and consultation with stakeholders throughout the product development cycle 

Education:

Minimum:  

8+ years in Communications and Marketing, Program Management, Business Administration or related fields 

Proven track record of leading cross-functional initiatives and managing communication pipelines preferably in a regulated consumer environment 

Exceptional writing and editorial skills, with the ability to distill complex topics for consumer audiences and use communications to improve customer experience 

Experience with AI-driven content creation and personalization technologies. 

Experience:

Minimum:  

A bachelor’s degree in Communications, Marketing, Business, or a closely related discipline is required. 

Preferred:  

Advanced degree or certification in Customer Experience, Digital Marketing or AI applications  

Skills & Abilities:

Minimum:  

Exceptional writing and editing with strong tone, clarity, and empathy. 

Strategic thinker with a customer-first mindset and ability to simplify complex concepts. 

Proficient in AI writing tools, CRM platforms, and analytics dashboards. 

Strong collaboration, stakeholder management, and creative and technical project management. 

Expertise in communication design, content governance, and customer experience strategy. 

Ability to streamline processes, eliminate duplicative workstreams, and synthesize feedback and translate it into clear, actionable content 

Influential leader who can align with stakeholders without formal authority. 

Comfortable navigating ambiguity and balancing strategic vision with tactical execution 

Why choose a career at Mercury?

At Mercury, we have been guided by our purpose to help people reduce risk and overcome unexpected events for more than 60 years. We are one team with a common goal to help others. Everyone needs insurance and we can’t imagine a world without it.

Our team will encourage you to grow, make time to have fun, and work together to make great things happen. We embrace the strengths and values of each team member. We believe in having diverse perspectives where everyone is included, to serve customers from all walks of life.

We care about our people, and we mean it. We reward our talented professionals with a competitive salary, bonus potential, and a variety of benefits to help our team members reach their health, retirement, and professional goals.

Learn more about us here: https://www.mercuryinsurance.com/about/careers

We offer many great benefits, including:

• Competitive compensation
• 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

Mercury Insurance is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by federal, state, or local law.