Member Experience Director

Description

Position Summary

Living our Core Values of People. Connected. Accountable. Service. requires us to better understand and improve the experiences that shape our members’ perceptions, loyalty, and long-term relationship with the company.

Bear River Mutual Insurance Company is seeking a strategic leader to establish and lead a company-wide focus on member experience across the full insurance lifecycle.

This newly created role will serve as the organizational voice of the member, helping Bear River Mutual better understand, engage with, and improve how members experience the company from quote to claim, renewal to retention, and every interaction in between.

For more than a century, Bear River Mutual has built strong relationships with members through its independent agency distribution system. As the company looks to the future, there is an opportunity to strengthen our understanding of member needs, expectations, and experiences while continuing to support and reinforce the independent agency relationship.

Because Bear River Mutual distributes exclusively through independent agents, this position is not intended to replace agency relationships or existing agency management functions. Instead, the Member Experience Director will focus on strengthening the member experience across company and agency touchpoints while helping the organization make more informed, member-centered decisions.

This role offers an opportunity to build a new organizational capability that will influence strategy, operations, and member outcomes for years to come.

Role Philosophy

The Member Experience Director is not a frontline service or complaint resolution role.

This position focuses on understanding the member perspective, developing meaningful ways to gather member insights, and helping the organization translate those insights into better decisions and stronger member relationships.

The role serves as the organizational voice of the member—bringing visibility to member needs, identifying opportunities for improvement, and helping ensure member perspectives are considered in operational and strategic decision-making.

While independent agents remain the primary relationship managers for our members, Bear River Mutual must continually improve its ability to understand member perspectives, communicate effectively with members, and incorporate member insights into how the organization operates and makes decisions.

Key Responsibilities

• Serve as the organizational voice of the member.
• Help Bear River Mutual better understand member needs, expectations, and experiences throughout the insurance lifecycle.
• Develop meaningful ways to hear directly from members while supporting and strengthening the independent agency relationship.
• Gather and synthesize feedback from members, agents, employees, and operational experiences to identify emerging themes and opportunities for improvement.
• Identify opportunities to improve how members experience Bear River Mutual across quoting, policy service, billing, claims, and renewals.
• Partner with Agency Management, Claims, Underwriting, Product, Operations, Technology, and other departments to improve member outcomes.
• Facilitate conversations and initiatives that strengthen member relationships and reduce friction.
• Help the organization evaluate decisions through the lens of member impact.
• Share observations, trends, and insights that help leaders better understand the member perspective.
• Provide periodic updates to leadership regarding member feedback, emerging trends, opportunities for improvement, and progress on key initiatives.
• Seek out new ideas and practical solutions by listening, learning, and thoughtfully challenging existing assumptions to strengthen member relationships and enhance the member experience.
  
  

Qualifications

Required

• Strong understanding of insurance operations and the member lifecycle.
• Excellent communication, listening, and relationship-building skills.
• Ability to gather and synthesize information from a variety of sources and translate insights into practical recommendations.
• Ability to influence and collaborate across departments without direct authority.
• Curiosity, sound judgment, and a commitment to continuous improvement.
  
  

Preferred

• Insurance industry experience.
• Experience building trusted relationships and working across organizational boundaries.
• Experience leading change and improving outcomes for members, customers, or business partners.
  
  

Success in the Role

Success Will Be Measured By The Ability To

• Strengthen the organization’s understanding of member needs, expectations, and experiences.
• Create meaningful opportunities to hear and learn from members.
• Develop sustainable methods for gathering and sharing member insights.
• Build alignment across departments around member outcomes.
• Identify and advance improvements that strengthen member relationships.
• Increase organizational understanding of member needs, expectations, and emerging trends.
• Strengthen long-term member satisfaction, loyalty, and retention.
• Establish a lasting organizational capability focused on understanding and improving the member experience.
  
  

About Bear River Mutual

Established in 1909, Bear River Mutual is Utah’s oldest and largest personal lines property and casualty insurance company. For more than 100 years, we have built lasting relationships by focusing on exceptional service, financial strength, and a long-term commitment to our members, agents, employees, and the people of Utah.

At Bear River Mutual, our work is guided by our Core Values: People. Connected. Accountable. Service. We believe in treating people with respect, working collaboratively, taking ownership of our commitments, and providing exceptional service to our members, agents, and one another.

We offer competitive compensation and a comprehensive benefits package, including medical, dental, and vision coverage, generous Health Savings Account contributions, company-paid life insurance, a 401(k) plan with company match, pension plan, and profit-sharing bonus opportunities. Employees also enjoy paid holidays, generous paid time off, education reimbursement, and discounts on Bear River Mutual insurance products—helping support both professional growth and long-term financial well-being.

Benefits Offered

• 401(k) retirement plan with company matching
• Employee retirement pension plan
• Dental insurance
• Health insurance
• Disability insurance
• Employee assistance program
• Funded Health Savings Account
• Life insurance
• Paid time off (PTO)
• Tuition reimbursement