Ross Miller

Background

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