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Insurance Business Review: Awards Ranking
We’re excited to present the Top 10 Customer Experience Leaders - 2025. These professionals are raising the bar for how insurance companies connect with their customers, turning moments of stress into moments of trust. They’ve led the charge in making processes simpler, service faster, and communication clearer. Whether through digital tools or human touchpoints, they’ve created experiences that feel personal, reliable, and easy to navigate. This list recognizes the leaders who put people at the center of everything they do. They listen closely, act with intention, and are shaping a future where customer experience is a true competitive advantage.
Top 10 Customer Experience Leaders - 2025
Vice President - Customer Experience, American Modern Insurance Group
Since coming on board as a member of American Modern Insurance Group’s Customer Experience team and subsequently advancing to Vice President of CX, Brandon Cagnon has led the company’s efforts in this space. His impact has earned him the distinction of Top 10 Customer Experience Leader 2025. We recently sat down with Brandon to learn more about what he and his team are doing to drive the agent and policyholder experience at American Modern.
Director Customer Experience, Voya Financial
Scott Lister is Director of Customer Experience at Voya Financial, bringing over seven years of leadership in enhancing customer engagement and operational excellence. He focuses on delivering innovative, data-driven solutions that improve satisfaction, loyalty and overall client experience.
Director Customer Experience, The Hartford
Kristi Kiley is Director of Customer Experience at The Hartford with nearly 29 years of service. She leads transformative CX initiatives, leveraging deep institutional knowledge to drive loyalty, innovation, and superior customer outcomes through strategic vision, collaboration, and enduring commitment.
Senior Vice President--Customer Experience, Regions Bank
David Sherrill is Senior Vice President of Customer Experience at Regions Bank, based in Birmingham, Alabama. With over 17 years of experience, he leads initiatives that enhance customer satisfaction and drive operational excellence across the bank.
Director of Customer Experience, Republic Bank
Cassie Jensen is Director of Customer Experience at Republic Bank. With over seven years at the bank, she drives customer satisfaction, operational efficiency, and inclusive leadership, while fostering professional development and organisational growth.
Senior Director Customer Experience, Lemonade
Rachel Newman is Senior Director of Customer Experience at Lemonade, with over five years at the company. She leads both Customer Experience and Underwriting Operations teams, focusing on transforming customer journeys and driving operational excellence.
Director of Customer Experience, EMPLOYERS
Cecil Rodriques serves as Director of Customer Experience at EMPLOYERS, bringing over four years of leadership in enhancing client engagement. He focuses on delivering exceptional service and driving operational excellence through strategic initiatives and team collaboration.
Director of Customer Experience, Principal Financial Group
Jenny Pokorney is Director of Customer Experience at Principal Financial Group, bringing over 31 years of experience in the financial services industry. Based in Grand Island, Nebraska, she leads initiatives to enhance customer satisfaction and operational efficiency.
Senior Director of Customer Experience, Genworth
William Nash is Senior Director of Customer Experience at Genworth, with over four years at the company. He leads initiatives to enhance customer satisfaction and operational efficiency, applying expertise in business process improvement and client-focused strategies.
Vice President, Customer Experience, MetLife
Shari N. Gottheim is Vice President of Customer Experience at MetLife, with over 17 years of experience at the company. She is a strategic leader passionate about customer experience and enabling organizational transformation.
