Ross Miller Email & Phone Number

Los Angeles, CA, US

Woodland Hills, CA, US

• Lead the enterprise CRM team within the Customer Experience business unit, heading the customer messaging strategy, infrastructure, customer preference management, digital engagement, governance, life events, and loyalty
• Oversee customer messaging across all major customer journeys, including quote, onboarding, policy change, renewal, and cross-channel servicing
• Oversee the email and texting channels to drive customer conversions and improve customer ease and understanding
• Drive the customer messaging initiatives, garnering the highest NPS score in 2021; helped maintain customer retention between 80-85% consecutively for three years
• Co-led integration of MetLife into Farmers, garnering a 2023 Golden Quill Award from the International Association of Business Communicators for outstanding customer change management
• Coach and develop a team of 10, ensuring employee engagement and career development opportunities

Woodland Hills, CA, US

• Led enterprise brand marketing efforts for new products and initiatives, facilitating coordination and project management across business units and product lines
• Mentored and developed a team of five; oversaw, scaled, and prioritized the customer messaging and strategic marketing initiatives enterprise-wide
• Worked with leadership to develop a system for prioritizing marketing resources by product and initiative

Woodland Hills, CA, US

• Promoted from Director of Agency Communication (05/2007 – 08/2013)
• Strategically guided the communication efforts associated with the acquisition and integration of 21st Century Insurance Company with Farmers Insurance
• Directed the corporate messaging and content, supporting 20,000+ employees and independent sales contractors
• Oversaw C-Level executive messaging, distribution messaging, intranet, conventions, and incentive campaigns
• Partnered closely with HR and senior leadership on the consolidation of regional offices; communicated timely and openly around the realignment and organizational transformation involving 20,000 employees and contractors
• Oversaw planning and messaging for all sales conventions and conferences

Woodland Hills, CA, US

• Promoted from Claims Communications Manager (12/2001 – 04/2005)
• Managed all aspects of internal and agent communications, including the development of annual communication plans, specific communication strategies, and sales performance campaigns
• Steered efforts on the execution of a $120M transformation project focused on centralizing and automating the claims operation across 29 states
• Collaborated with the CEO and CMO on building and presenting inclusive reports for the BOD and governing entities
• Oversaw the communication strategies and change management initiatives around process and technology changes, impacting 12,000 employees

Paris, France, FR

• Leveraged expertise in executing change management functions for large-scale corporate projects, including strategic planning, message development and execution, and client relations.
• Clients included Hewlett Packard, Agilent Technology, Ernst & Young, LLC, and Zurich Financial Services.

Dublin 2, IE

• Project managed and developed infrastructure for several products and initiatives. Primarily worked for American Express client.

• Developed curriculum and conducted training to certify professionals on Microsoft products.

Master Of Arts - Ma, Organizational Communication

Bachelor Of Arts - Ba, Organizational Communication