Drew Norton

About Drew Norton

Customer Success professional with deep insurtech/claims roots (Hippo, CSAA, USAA). I turn complex, high-stakes situations into clear success plans, drive digital adoption, and keep executives aligned via QBR/EBR rhythms. Track record: NPS +30% vs goal, first-payment SLA +28%, tool adoption 20%→90%/3 mo, onboarding ramp −30%(185+ hires/52 promos). I partner cross-functionally (Product, Eng, Ops, Legal) to cut time-to-value, reduce leakage, and protect renewals/NRR.

Experience

1. Usaa Selected Projects & Leadership Initiatives

   USAA

   Sep 2021 — Present · Austin, TX, US

   Vendor Analysis & Quality Control• Conducted on-site vendor evaluations using side-by-side claim reviews and process mapping to assess estimating accuracy, documentation quality, and escalation risk.• Authored an executive white paper for the Director of Claims Policy identifying drivers impacting claim quality, MSAT/CSAT, and productivity, with prioritized actions.• Built targeted training focused on Guidewire accuracy, estimating standards, coverage documentation, and authority discipline to improve defensibility and cycle time.• QBR style brief with senior leaders to align vendor performance with quality and escalation expectations.Onboarding, Training & Talent Development• Led onboarding and advanced training for 185 new hires and 52 internal promotions, reducing ramp time by 30% while improving early-tenure quality and retention.• Built scalable coaching frameworks to strengthen authority readiness and escalation handling.• Partnered with L&D to deliver role-based curricula on mitigation standards, billing accuracy, and coverage fundamentals to reduce leakage and disputes.Claims Systems & Change Adoption• Drove adoption of core claims tools from 20% to 90% in three months across 15 teams through hands-on training and standardized playbooks.• Served as a frontline SME between claims and development teams, leveraging Guidewire experience to improve workflows and data integrity.• Standardized best practices for digital estimating and inspection platforms to improve accuracy and documentation quality.Escalation Leadership & Risk Controls• Served as acting manager for remote teams, coaching performance, authority discipline, and engagement to stabilize operations.• Resolved complex escalations involving disputed decisions and attorney involvement through structured recovery plans.• Built comparative billing controls and delivered training on fraud indicators, reservation of rights, and exposure management to reduce leakage and vendor expense.

Education

• Heartland Baptist Bible College

  Pastoral Studies, Theology

  2006 — 2011