Chris Kiefer, CCXP

With over a decade of progressive experience in the insurance industry, from front-line service to strategic leadership, I have cultivated a deep expertise in customer experience (CX). I have a proven track record of translating customer insights into impactful business results and driving customer-centric change.

I excel at leading cross-functional initiatives that embed the customer's perspective into product and process design. I have a history of successfully developing and implementing programs that enhance the customer experience, including providing feedback on critical customer communications to improve comprehension and spearheading digital engagement strategies that streamline key processes.

Practiced at leveraging both qualitative and quantitative research, I have established frameworks for infusing ongoing customer empathy into our Digital Product and UX design teams, resulting in a tangible enhancement to our digital platforms. My experience includes leading a CX workstream for a major corporate program, defining overarching CX strategy, and creating insight-driven journey maps to champion experience improvements. By synthesizing complex data and fostering a culture of collaboration, I ensure the voice of the customer is a powerful catalyst for innovation.