Customer Strategy & Analytics Leader

Chris Knapp

Manager, Customer Strategy · Progressive Insurance · Daytona Beach, FL

Strategic analytics leader with 14+ years at Progressive Insurance. Delivered $120M+ in annual profit through customer strategy and analytics. Expert in experimental design, predictive modeling, and AI-forward analytics. Proven people leader across Customer Experience and Claims Control.

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Experience

Progressive Insurance
Aug 2012 – Present  ·  14 years
Manager, Customer StrategyJan 2026 – Present
Manager, Data AnalysisMar 2024 – Jan 2026
Assoc Manager, Data AnalysisJun 2023 – Mar 2024
CRM Customer Experience - Journeys Team
  • Delivered $60M in annual profit through customer outreach strategy, retaining 40,000+ additional policies annually
  • Pioneered AI analytics initiative forecasted to generate $15M in additional annual profit
  • Influenced leadership to doubled outbound call staffing, retaining 23,000+ additional policies
  • Recognized as internal expert in statistical experimental design; shaped company-wide test governance methodology
  • Developed successful leaders and highly skilled individual contributors
Lead Marketing Process AnalystFeb 2018 – Jun 2023
CRM Customer Experience - Journeys Team
  • Redefined measurement methodology for outbound call programs, enabling new projects that drove significant policy retention
  • Collaborated with IT and Data Science on predictive models and customer targeting methodology
Assoc Manager, Data AnalysisJan 2017 – Feb 2018
Claims Control · Subrogation and Liability Decision Team
  • Built comprehensive reporting suite (Tableau, Power BI, SSRS) using Python, R, SAS, and SQL
  • Key contributor to data governance initiative; certified three new metrics across Claims Control
Data Analyst IVOct 2015 – Jan 2017
Data Analyst IIIOct 2013 – Oct 2015
Data Analyst IIAug 2012 – Oct 2013
Claims Control · Trend, BI, PIP, COLL & Salvage Teams
  • Led trend analysis across six coverage lines; presented findings to PGR executive and Claims senior leadership
  • Managed COA retuning process across Claims IT, ISO vendor, and cross-functional stakeholders
  • Formally mentored interns, analysts, and consultants across Claims Control
Prior Experience
Business Intelligence Intern·American Greetings
Jun – Aug 2012
Statistician Intern·Bright Line Marketing
Jan – Jun 2012
Analytics Consultant·Dotcom Parts
Aug 2010 – Jan 2012

Skills & Tools

Analytics & Statistics
Experimental DesignPredictive ModelingStatistical AnalysisA/B TestingTrend AnalysisRoot Cause AnalysisGLMDecision TreesClustering
Tools & Platforms
SASSQLPythonRTableauPower BIExcelSSRS
Leadership
Team DevelopmentStrategic PlanningStakeholder ManagementData StorytellingCross-functional LeadershipMentorship
Emerging Tech
AI / LLM IntegrationMachine LearningClaude APINext.jsSupabaseData Governance

Education

MS, Statistics
University of Akron
2017  ·  GPA 3.9 / 4.0
BBA, Finance
Kent State University
2012  ·  GPA 4.0 / 4.0
BS, Mathematics
Kent State University
2012  ·  GPA 4.0 / 4.0
Executive Education for Managers
Progressive Insurance
2025
Emotionally Intelligent Leader
Case Western University
2017
Summer Mathematics Institute
Cornell University
2009
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