Joy Minnich, CPCU

Speech Analytics Manager @ Amica Insurance

About

As a customer experience leader, I specialize in CX strategy—transforming customer insights into enterprise-level initiatives that deliver measurable impact. Skilled in customer journey mapping, voice of the customer (VoC) programs, and experience design, I align strategies with organizational goals and translate complex data into actionable plans that influence executive decisions. Known for balancing customer advocacy with business priorities to improve satisfaction, loyalty, and performance.I lead the enterprise rollout of speech analytics—driving innovation through voice and digital data to enhance customer experience, improve quality management, and support strategic growth. As a result, we have seen measurable gains in NPS and CSAT. I’ve built award-winning teams, achieved top J.D. Power rankings, and championed employee engagement. Passionate about continuous development, I believe empowered employees create exceptional experiences. I’ve had the honor of sharing these insights as a speaker at the International Customer Management Institute Conference.

Country

United States

City

Carmel

Industry

Insurance

Skill

Product Adoption, Staff Retention, Executive Relationships, Strategic Initiatives, Communications Strategy, Business Reporting, Stakeholder Management, Business Analytics, Thinking Skills, Operational Enhancements, Strategic Thinking, Performance Metrics, Operational Excellence, Build Strong Relationships, Problem Solving, Key Performance Indicators, Communication, Business Planning, Written Communication, Strategic Planning

Experience

Speech Analytics Manager

Amica Insurance

2022-8 - Present · 4 yrs 2 mos

Indianapolis, Indiana, United States

Manage the speech analytics team and oversee the analysis of customer interactions, leveraging analytics solutions to provide insights that enhance customer experience, increase loyalty, growth, operational efficiency, and support strategic decision-making.

Manager Service Center Operations

Amica Insurance

2012-4 - 2022-8 · 10 yrs 5 mos

Carmel, Indiana

Oversaw national service center operations, managing teams of 60+ agents and leaders, consistently exceeding KPIs, achieving 94% employee engagement, 90% retention, and 100% Net Promoter Score. Managed first notice of loss team, top rated with J.D. Power and the International Customer Management Institute (ICMI).