Stephen Stann Email & Phone Number

Vermilion, Oh, Us

Remote

Cross-functional and cross-departmental lead and liaison to ensure customer problems are understood andeffectively solved, to improve Net Promoter Score (NPS) and customer traffic / retention. This role encompassesconducting research, defining strategy, managing projects, and growing the practice.● CEO of In-App Analytics: Authored all installation and usage parameters of API-driven customer analyticsplatform for click and engagement tracking in our quoting platform. This included creating and providingspecific analytics and reports to major projects and departments● Full-Scale Engagement: Supported a $15million-spend platform deployment by designing objectives,benchmarking existing data, and providing division-wide reporting on customer experience successmetrics and narratives. Consuming audience ranged from the executive suite to developer teams● Improved Worst NPS: Identified and solved a major pain point in System Usability NPS, raising score 10points by integrating a new API-based appetite search function. This decreased major search times by 67%and improved relevant results by 20%● Customer-Informed Changes: Conducted 25+ hour-long interviews with insurance sales specialists andnovices to understand their experiences in quoting and servicing a low-performance product suite.Summarized verbatims into 10 key insights and recommended changes for 5 departments● Now, Next, Later Roadmaps: Created short, medium, and long term steps for full API-integration andsystem replacement based on learnings and results of System Usability NPS results. Proposed changesenabled a 34% reduction in worked items, by providing up-front rejection for ineligible businesses.

Oversaw prioritization of $250m+ in annual development team spend through Portfolio planning and Backlog management. Worked with business owners from all departments to create and implement Features, establish Minimum Viable test cases, and effective Leading Indicators.● Data-Informed: Leveraged in-app analytics platform and internal data cubes to define success and failurepoints for all business cases beyond optimistic Return on Investment (ROI) potential.● A 'Small' Influence On Others: Encouraged business partners to ideate on small scale explorations beforecommitting to a larger cost effort. Trained and inspired this practice in multiple groups after demonstratinghow pockets of value could be launched early to learn from.

Los Angeles, California, United States

Directly responsible for the long term profitable growth of a $100m+ countrywide Business Ownersproduct suite and customer segment. Empowered to achieve goals by coverage, rate, or system changes.Created and shared Product Vision, roadmaps, and Key Performance Indicator (KPI) analysis.● Exceeded Expectations: Product suite exceeded premium growth and profitability targets for all years.Large Project Experience: Owned, start to finish, a complete rebuild of a $60 million product. Managedmultiple teams providing actuarial analysis of rate adequacy, legal review of coverage changes, and marketpositioning. Personally conducted many of these tasks, including responding to all Department ofInsurance objections. Project was completed on time and met customer retention goals and growth goals● Nimble Prioritization: Launched, in less than 3 months, a coverage change to retain a $100k+ account● Breaking Silos: Co-lead a cross-functional team focused on the product experience and whole customerlife-cycle for a $200m+ product segment. Developed and deployed a new package within 6 months, basedon customer research, which saw immediate positive traction.

Woodland Hills

Performed all tasks necessary to support countrywide profitable growth, including data reporting, industryresearch, and managing project releases.● Cross-Functional Problem Solver: Lead a comprehensive update of countrywide Underwriting rules,incorporating the needs and risk tolerances of four departments and three geographic zones.Created a holistic overview of current versus future state, obtained buy-in, and launched changes.● Made an Impact: Developed and deployed an industry-leading coverage enhancement, which generates$3 million in annual premium. This is still an active part of its product suite’s value proposition● Sharing is Caring: Administrated, wrote content for, and promoted an internal 'Product Wiki'. Used by 30+colleagues to manage documentation and process overview for all of the Product department.

Austin, Tx

Owned the profitable growth of South Texas for all product lines, responsible for 100+ renewals per month plus various agent engagement campaigns.● Best in Quality & Quantity: Achieved multiple 98%+ grades on quality audits while simultaneouslyachieving the highest volume.● Nicest Around: Frequently noted as 'extremely understanding and pleasant' even during adverse actions

Simi Valley, Ca

- Assist in all activities as needed or desired by upwards of 40 residents.- Respond to potentially life-threatening emergencies.- Maintain sterling & constant relations with residents & family members. Professionally discuss serious topics such as health issues & hygiene. Communicate & interact with those affected by dementia & Alzheimer's.