Ross Miller

About Ross Miller

EXECUTIVE SUMMARY:A forward-thinking and collaborative communication leader with expertise in driving enterprise-wide strategy, shaping transformational change, and elevating customer experience for multibillion-dollar organizations. Adept at executing innovative communication, marketing, and loyalty initiatives that strengthen customer trust and accelerate growth aligned with organizational goals. A solutions-driven advisor who excels at influencing across all levels, cultivating high-performing partnerships, and blending cross-functional teams behind clear, compelling strategic direction. SELECTED CAREER ACCOMPLISHMENTS + LEADERSHIP IMPACT:• Customer Experience & Digital Transformation: Spearheaded enterprise-wide efforts to modernize customer engagement, including driving an 80% YOY increase in digital enrollment and launching an SMS billing program that accelerated payments by two days and improved late-pay retention by 3%• Innovative Leadership: Led the Customer Communication Remediation Roadmap, leveraging AI + human review to simplify 1,300+ customer documents, reducing confusion and decreasing call volume; the initiative is projected to lift relational NPS by 7 points while delivering significant cost savings• Enterprise Communications: Partnered with senior executives to design and deploy high-impact communication strategies for employees during mergers, acquisitions, and large-scale organizational realignments. • Retention Enablement: Built and implemented a first-ever Agent Incentive Program, rewarding agents with increased “survival rates,” and providing them the resources and tools for success, ultimately reducing policy cancellations• Recognized with the Customer Experience Cup award in 2022 and 2021 PROFESSIONAL SKILLS + COMPETENCIES:Strategic Partnerships | Brand Growth | Communication Strategies | Employee Engagement | AI Tools Audience Strategy | Change Leadership | M&A Messaging | Strategic Roadmapping | Program DevelopmentVendor Strategy | Compliance | Cross-Functional Leadership | Project Management | Cost-Saving + Control

Experience

1. Director, Customer Journey Management

   Farmers Insurance

   Jan 2025 — Present · Los Angeles, CA, US

   Lead a high-impact cross-functional retention initiative that preserved policies in force, achieving PIF-neutral months ahead of the 2026 target, the company’s first organic growth milestone in years• Active leader for an enterprise AI initiative exploring how to leverage emerging technology to explain and justify pricing changes to customers, enabling more cost-effective and trust-building communications• Initiated a customer SMS (texting) program that accelerated bill-payment cycles by two days and improved retention of late-pay customers by 3% during the pilot, creating measurable revenue impact• Designed and championed a nationwide Agent Incentive Program that shifted the culture around retention, rewarding agents for improved “survival rates” and equipping them with real-time discounting tools, resulting in a notable reduction in policy cancellations• Built and implemented a District Retention Specialist Program that provided agents with a go-to expert, supporting escalations, enabling them to stay focused on new business growth while elevating the customer experience• Launched and led a Customer Communication Remediation Roadmap, assembling a team that reviewed 1,300+ customer documents using AI + human evaluation; simplified the language from a 12th-grade to an 8th-grade reading level, reducing customer confusion and call volume; the program is projected to increase relational NPS by 7 points• Coach and develop a team of five Journey Owners, indirectly driving the performance of 10• Selected to join a company-wide NPS and culture-transformation team in partnership with the University of Farmers, devising strategies that accelerate morale and engagement; co-developed VERSA, an Employee Development program that prepares leaders for career advancement and helps executives train the next generation, driving adoption and executive sponsorship through strategic communication planning

Education

• San Diego State University

  Master of Arts - MA, Organizational Communication

• California State University, Fullerton

  Bachelor of Arts - BA, Organizational Communication