Customer Retention
Led a team focused on extending customer tenure by identifying at-risk customer segments and designing targeted solutions that make it easier for them to stay with Root. My team’s scope includes everything from customer service design, to billing optimization projects, to telematics-based dividends programs. These projects resulted in a 5% increase in retention of our at risk policyholders from Q2 of 2020 and onward.
Coordinated and lead a full redesign between creative studio, product design and engineering across our app and web properties. Helped roll out and establish Root's primary design system.
My role was a hybrid of IC work and strategic direction across a small but mighty design team.
