Director, Customer Experience Is Company’s Latest Addition to Its Growing Set of Leadership Positions
SAN DIEGO (Dec. 23, 2020) — ICW Group Insurance Companies, a leading group of property and casualty carriers, is expanding its Customer Experience (CX) and Enterprise Marketing teams in addition to seeking numerous positions to support its aggressive growth initiatives.
Most recently, Michael Wheaton was added as Director, Customer Experience, a new position created to help the company further invest in its customer offerings. ICW Group is seeking to fill other new positions in its Customer Experience department including Contact Center Manager, Director of Customer Relationship Management, and CRM Implementation Specialist. Within its Enterprise Marketing department, the company is seeking a Director of Channel Marketing and a Marketing Operations Specialist.
“Now more than ever is a time to invest significantly in our CX and communication initiatives to ensure our customers and agent partners continue to receive the best insurance experience possible,” said Kristin Guthrie, Senior Vice President, Enterprise Customer Experience. “To do that we need a stacked CX and marketing team that can help support our aggressive growth plans and further deliver outstanding brand value to our customers.”
Wheaton brings more than 15 years of CX experience to ICW Group and is charged with developing, leading and managing new workers’ compensation CX initiatives, including a comprehensive contact center strategy, roadmap and execution plan. He joins ICW Group from Alliant Credit Union in Illinois where he was the Senior Manager, Member Experience Design and Insights. He holds a bachelor’s degree in mathematics and has a Lean Six Sigma Green Belt Certification.
“Delivering exceptional experiences is vital to customer satisfaction, retention and growth,” said Guthrie. “We want to continue moving the needle in this area and we need a larger team to support the effort. Michael, along with our other new positions, will play a key role in deploying our future CX and marketing initiatives.”
For more information about ICW Group job openings, visit the company’s careers page.
About ICW Group
Based in San Diego, ICW Group Insurance Companies is the largest privately held insurance company domiciled in California. Quoting more than $3 billion annually, ICW Group represents a group of Property, Auto and Workers’ Compensation insurance carriers, including Insurance Company of the West and Explorer Insurance Company. ICW Group is recognized nationally as an industry leader in helping policyholders achieve fewer and less costly claims, and is committed to meeting the needs of its policyholders and elevating the trusted agents and brokers who advise them. For more information, visit ICW Group’s Twitter, LinkedIn and Facebook pages.