Chris Kiefer

Experience

• 

  Associated Bank

  Jun 2006 - Jan 2008

  Personal Banker
• 

  Greenwoods State Bank

  Jan 2008 - Mar 2011

  • Branch Manager

    Jun 2009 - Mar 2011

  • Retail Banker

    Jan 2008 - Jun 2009
• 

  American Family Insurance

  Mar 2011 - now

  Focused on improving customer experiences to achieve market differentiation and address specific customer needs. Partner with various teams to collect and analyze data, identifying experience improvement opportunities, and developing business cases to boost customer acquisition, retention, and satisfaction. Lead initiatives to tackle business challenges and overseeing the implementation of standards across the customer ecosystem to ensure consistent, high-quality experiences. Work with Business Partners to create customer journey maps outlining current and ideal state customer experiences. Identify and prioritize customer experience improvements based on existing customer insights and data. Identify and monitor Key Performance Indicators to track success of experience improvements. Utilize customer experience insights to collaborate with internal business areas to create consistent and measurable customer experiences. Use voice of the customer data to identify and influence decision making to resolve strategic business issues that challenge the customer-driven vision. I lead strategic projects focused around our company's mission to be the most trusted and Customer-driven Insurance Company. I worked across divisions and with our field Agents to improve customer experiences. Striving to improve the daily interactions that our customers have with our agents and company. Project Management As a Trusted Insurance Adviser, I assisted existing customers with complex insurance requests such as reviewing their coverage, exploring additional coverage options and building a policy to meet their needs. Additionally I worked closely with their Agent's office to ensure that customer needs were taken care of.

  • Customer Experience Specialist

    Dec 2023 - now

  • Associate Customer Experience Owner

    Feb 2020 - Dec 2023

  • Customer Value Consultant

    Jan 2017 - Feb 2020

  • Customer Excellence, Project & Program Administrator

    Aug 2015 - Dec 2016

  • Project & Program Administrator

    Oct 2014 - Aug 2015

  • Planning & Development Specialist

    May 2013 - Oct 2014

  • Policy Sales and Service Representative

    Mar 2011 - May 2013