Agency Experience Lead

Agency Experience LeadAt Plymouth Rock, we're reimagining how independent agents quote, service, and grow their business. As an Agency Experience Lead, you will identify and analyze technology trends, conduct competitive benchmarking, and bring forward recommendations that support the needs of partner agents to influence close rate and be seen as our agents' carrier of choice.You'll collaborate with teams across the Marketing, Customer Solutions, Underwriting, Product, Digital, and Claims teams to deeply understand agent workflows and anticipate how technology must evolve to meet shifting industry needs.Key ResponsibilitiesStrategic Technology PlanningIdentify process and technology trends to determine how they can be leveraged to create a competitive advantage. This includes a forward-looking perspective on process evolution and anticipating changes in agent workflows and customer expectations.Support technology roadmap development that aligns with business objectives and positions our systems for future evolution.Conduct competitive benchmarking to assess where we stand in the market and how competitors are leveraging technology that influence purchase habits.Evaluate and manage relationships with third-party technology providers (e.g., agency management systems, comparative raters, digital servicing platforms).Monitor emerging insurtech trends, tools, and startups that could benefit the independent agent channel.Pilot innovative solutions in partnership with select agencies.Provide ad hoc analysis and support various strategic business initiatives.Business Analysis & RequirementsAct as a bridge between business and technical teams, ensuring system enhancements align with the needs of our independent agents and drive measurable improvement.Lead requirements-gathering sessions with stakeholders and document current and future-state workflows.Translate business needs into clear requirements, including process flows, user stories, and use cases.Support User Acceptance Testing (UAT), training, and monitor and evaluate implemented solutions to ensure they meet business outcomes.Develop communication, training, and adoption strategies to ensure technology is embraced, not just implemented.QualificationsBachelor's degree in Business, Information Systems, Technology, or related field.5+ years experience in business analysis or technology strategy (insurance experience required).Direct experience working with or supporting independent insurance agencies, with a deep understanding of their workflows, systems, and operational challenges.Analytical and critical thinking skills.Communication skills and ability to work cross-functionally.Self-motivated, intellectually curious, and passionate about using technology to enhance agent and customer experiences.Strong familiarity with agency management systems, comparative raters, and digital servicing platforms used in the independent channel are strongly preferred.Salary Range:The pay range for this position is $70,000 to $105,500 annually. Actual compensation will vary based on multiple factors, including employee knowledge and experience, role scope, business needs, geographical location, and internal equity.Benefits & Perks:Paid time offFree onsite gym at our Boston locationTuition reimbursementLow cost and excellent health insurance coverage options that start on Day 1 (medical, dental, vision)Robust health and wellness programsAuto and home insurance discountsMatching donation opportunitiesAnnual 401(k) employer contributionVarious Paid Family leave options including Paid Parental LeaveResources to promote professional developmentConvenient locations and pre-tax commuter benefitsAbout the CompanyThe Plymouth Rock Company and its affiliated group of companies write and manage over $2 billion in personal and commercial auto and homeowner's insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 2,000 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of "A-/Excellent".