Launching a Full Self-Service Auto Insurance Platform

 I led the product delivery for a new digital platform that allowed customers to independently shop, quote, buy, and manage their auto insurance policies online — eliminating the need for agent calls. This initiative modernized the customer journey, expanded market reach, and drove millions in new revenue by enhancing self-service capabilities across web and mobile channels. 

 Approach: 

• Partnered with UX design, engineering, and marketing teams to blueprint a fully self-service customer journey — from initial shopping through ongoing policy management.  
• Gathered user research insights to identify pain points in the traditional call-in process and digital gaps.  
• Defined and prioritized the MVP scope for an intuitive, mobile-friendly quoting and binding experience.  
• Integrated back-end systems (Guidewire, CRM) to allow seamless data capture, real-time quoting, and self-service policy updates.  
• Ran staged feature rollouts, iteratively enhancing quoting, buying, and servicing workflows based on analytics, customer feedback, and agile sprint reviews.  
• Implemented continuous tracking of key metrics: quote completion rate, bind rate, policy servicing NPS, and digital engagement.

Results:

 ✅ Delivered a fully self-service digital insurance platform — covering the entire policyholder lifecycle online
✅ Generated $3.1M in new revenue within the first year of launch
✅ Improved quote-to-bind conversion rates, particularly during off-hours (nights, weekends)
✅ Reduced call center volume for quote and policy servicing questions
✅ Increased customer satisfaction by offering 24/7 access and faster, independent service