Catherine Kloft
Senior Marketing Manager - Customer Experience & Insights @The Cincinnati Insurance Companies
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WORK HISTORY
Senior Marketing Manager - Customer Experience & Insights @The Cincinnati Insurance Companies
Cincinnati, OH, US
Successfully pioneered CX, UX/UI, insights, and email marketing functions, producing vision, roadmaps, actionable recommendations, and deliverables to support strategic planning, cross-functional programs, and enterprise and business units’ goals for Fortune 500 insurance carrier. Research supported decisions for products, digital work, organizational structure, and go-to-market strategies. For large programs, insights plans encompassed early research and ideation through launch and ongoing support including designing mockups and prototypes. • Delivered estimated $15M in written premium for three separate new Excess & Surplus insurance products created from research findings and exceeding metrics and sales targets due to marketing strategy execution• Provided research and studies and guided planning and creation of launch materials and onboarding program for new small business quoting platform, generating $50M+ new business in 2.5 years• Increased satisfaction with agent portal by 43%, 22% higher than goal, from time savings and increased digital self-service capabilities of new site based on up-front research, competitive analysis, ideation sessions, user and usability testing, and cohesive launch plan • Crafted detailed customer personas and journey maps for over 10 top-priority initiatives• Oversaw over 50 multi-channel marketing campaigns for new or updated processes/digital systems (including mobile) or ongoing communications, including coordination between project teams, support departments, production units, and field associates.• Launched and continue overseeing Voice of the Customer agent feedback surveys, achieving a Net Promoter Score of 55 or higher, and translating feedback into actionable insights for various departments• Led over half of the Marketing department, including interns, receiving high satisfaction results yearly on Manager Feedback survey
EDUCATION
Indiana University - Kelley School of Business
MBA, Marketing, Business Analytics
University of Illinois Urbana-Champaign
Bachelor of Science, Advertising
University of Illinois Urbana-Champaign
Bachelor of Fine Arts, Graphic Design
University of the Arts London
Study Abroad, Graphic Design
SKILLS
ABOUT CATHERINE KLOFT
I like to swim with sharks – figuratively and literally. I’m not afraid of a challenge and have an innate ability to read between lines to get to the root of problems. Thriving in the open water, the unknown, I’m big thinker with attention to detail because “good” is not good enough when it comes to customer experiences. A creative and analytical thinker, I have a love for data and ability to digest complex information connecting a myriad of dots at once to deliver key insights and innovative ideas.In my spare time, I enjoy working in my garden, pottery, playing with my dog or board games, listening to podcasts, or reading the next book for my non-fiction book club, I’m always trying something new and pushing myself to learn and grow and bring others along with me. Passionate about animals and the environment, I travel whenever I can and as a certified Divemaster, you can find me both on land or in the water.
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