Experience Manager

Erie Insurance Group

Experience Manager leading Experience Analysts to enhance customer experience and business operations at Erie Insurance. Overseeing operations and serving as a strategic thought partner to the Product Manager.

Posted 7/7/2026full-timeErie • Pennsylvania • 🇺🇸 United StatesMid-LevelSenior💰 $111,256 - $177,721 per yearWebsite

About the role

Key responsibilities & impact

Develops, drives, and manages the Experience Analysts and the section, partnering with various business areas to drive strategic alignment to customer segments’, expectations, and goals to enhance business operations, processes and system enhancements.
Remains fluent and utilizes knowledge of the business, operations, and strategic priorities, external facts, and benchmarks to create value, affect positive and continuous change to impact the business.
Serving as the Change Management Leader & Practice Owner.
Manages overall operations of designated area of authority.
Interviews, hires, trains and directs personnel.
Provides leadership and management direction to direct reports to ensure the department operates efficiently according to client and company measures.

Requirements

What you’ll need

Bachelor's degree and six years’ related experience or Associates degree and eight years’ related experience or HS Diploma and ten years’ related experience
Proficiency with business procedures and systems required.
Proficiency with word processing, spreadsheet, presentation, and database software required.
Leadership in customer-management roles, such as voice of customer, experience design, customer care, customer intelligence, or program management, or IT leadership, preferred.
Understanding of underwriting, accounting service functions and claims preferred.
Working knowledge of all ERIE lines of insurance, systems, and procedures preferred.
A general business process improvement designation or certification preferred (example: Lean or Business Process Management (BPM)).

Benefits

Comp & perks

Premier health, prescription, dental, and vision benefits for you and your dependents.
Low contributions to medical and prescription premiums. We currently pay up to 97% of employees’ monthly premium costs.
Pension.
401(k) with up to 4% contribution match.
Paid time off.
Career development.
Additional benefits that include company-paid basic life insurance; short-and long-term disability insurance; orthodontic coverage for children and adults; adoption assistance; fertility and infertility coverage; well-being programs; paid volunteer hours for service to your community; and dollar-for-dollar matching of your charitable gifts each year.

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Business Process ImprovementCustomer Experience DesignOperations ManagementData AnalysisStrategic Alignment

Soft Skills

LeadershipCommunicationTeam BuildingTrainingInterpersonal Skills

Certifications

Lean CertificationBusiness Process Management (BPM) Certification