Emily Fink shows leadership comes from effort and resiliency no matter what department you begin in. Starting her insurance career in Liberty Mutual’s marketing department during the time of their famous “Liberty Liberty” slogan, Fink is a seasoned marketer. Now, she’s been tasked with bringing together marketing with user experience, agent engagement, insights and research, and digital enablement into a singular, cross-functional team.
Recently named as Liberty Mutual’s first Chief Experience Officer (along with EVP), Fink has one objective, she says: “To stay ahead of changing customer and agent expectations.”
Customers and agents interact with Liberty Mutual’s digital properties more than ever under Fink’s leadership. She sets a vision of cultivating a digital-first culture and unifying the corporate strategy, all while helping to drive customer and agent engagement across the carrier’s most important digital properties.
Emily's career path reflects a rapidly changing insurance marketplace, one that demands carriers deliver exceptional experiences that rise to, and exceed, the standards set by the world’s most recognizable, digitally native brands. Emily and her team of 250 are responsible for accelerating the transformation of the 100-year-old insurer into one that makes digital a competitive advantage.
“Don’t be afraid to take on new opportunities, you can learn anything if you ask the right questions and [have] the right people around you,” she says.
After year one into her new role as, Emily’s digital-first mandate has resulted in streamlined claims and optimized customer journeys that improved the quote and bind experience and boosted customer and agent satisfaction. Fink’s notable progress has also been made creating frictionless, app-centric experiences, such as the integration of Liberty Mutual’s telematics platform, RightTrack, directly into the Liberty Mutual app. Her goal is to transform Liberty Mutual’s omnichannel approach to one that is app-centric.
Emily is an experienced leader and a passionate champion for women in insurance. She mentors a variety of people through externally run programs like the McKinsey Black Executive Mentorship program, and internal programs such as Liberty Mutual’s Executive Sponsorship and Corporate Development programs, in addition to ad hoc and less formal relationships.
When asked what advice she would give to others interested in joining the industry she shared: “Learn the business, follow the money and follow the leaders. Seek to work for someone who is likely to get ahead themselves so they can bring you up with them and will be a strong and vocal champion for your career.”
