Kevin Maas
Manager, Customer and Partner Experience @Markel
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WORK HISTORY
Manager, Customer and Partner Experience @Markel
Omaha, NE, US
Lead customer and broker partner experience strategy for Markel’s insurance portfolio, shaping programs that enhance retention, profitability, and loyalty. Oversee Voice of the Customer (VoC), Experience Management (XM), and analytics to deliver insights that drive business performance and product refinement.Developed and led Markel’s enterprise Voice of the Customer and NPS programs, linking insights directly to service improvements and retention gains.Designed and manage the PayGo Payroll Reporting Workers Compensation payment platform, simplifying broker and customer workflows.Lead cross-functional CX teams spanning Marketing, Analytics, and Product to align strategy with customer and business goals.Use predictive analytics, AI, and text intelligence to identify root causes, measure sentiment, and drive engagement at scale.Partner with broker networks to expand adoption of digital tools and experience programs, including PayGo, NFIB, and Rewards.Key Skills: Customer Experience Leadership | Insurance Operations | Predictive Analytics | Voice of the Customer | Employee & Partner Engagement | Change Enablement
EDUCATION
Northeast Community College
Associate’s Degree, Broadcasting, Communication Studies
HRAM Certification Institute
SPHR -Senior Professional in Human Resources
University of Nebraska-Lincoln
Bachelor’s Degree, Communication Studies, Psychology, Political Science
HRAM Certification Institute
PHR - Professional in Human Resources, Human Resources
ABOUT KEVIN MAAS
Every customer story provides insight that informs, engages, and drives measurable business impact. In my role at Markel, I connect the voice of the customer to business strategy by bridging communication between our company and our global network of brokers, agents, insureds, and employees.I focus on turning customer feedback into action through programs like NPS, CSAT, and text analytics to uncover the \"why\" behind customer sentiment. My goal is to ensure every voice contributes to meaningful improvement and to help teams align strategy, execution, and culture around what matters most to our customers.
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