Morgan Smith

Customer experience and strategy leader with 20+ years of progressive leadership experience solving complex operational problems, scaling customer-focused processes, and leading enterprise transformation across Fortune 100 and complex service organizations. Proven success translating ambiguous customer and business needs into scalable operating solutions, defining priorities and performance measures, and partnering across operations, technology, compliance, and executive leadership. Recognized for building high-performing teams, using data and frontline insights to diagnose friction, and delivering measurable improvements in customer experience, quality, efficiency, and business performance.

Director, Senior Claims Business Consultant at Nationwide Insurance (2022-01 – Present)

• Lead enterprise customer experience, strategy, and transformation initiatives across Commercial Lines casualty, property, and workers compensation operations, translating complex business and customer needs into scalable process and technology solutions.
• Partner with executive leadership, Legal, Compliance, Technology, and Claims Operations to define priorities, redesign workflows, and improve customer journeys, quality, and business performance.
• Spearheaded an enterprise digital adoption strategy that increased electronic claim payment utilization by 57% within six months, reducing friction and improving speed and convenience for customers.
• Serve as Chief Root Cause Problem Solving Advisor, combining data, stakeholder input, frontline insights, and process analysis to diagnose ambiguous operational issues and translate findings into sustainable actions.
• Directed enterprise compliance strategy that reduced Medicare Claims Compliance errors by 95% through operating governance, training, reporting, and process redesign.

Medicare Claims Compliance Manager at Erie Insurance Exchange (2019-01 – 2022-12)

• Led strategy and operations for Medicare compliance, aligning regulatory requirements with customer service, technology, quality, and operational priorities across Liability and Workers Compensation.
• Partnered with IT and business leaders to design and implement 15 Guidewire enhancements that improved workflow consistency, data quality, usability, and employee experience.
• Expanded the Medicare Resource Team and scaled process improvements contributing to a 20% reduction in compliance errors.
• Translated performance data and operational trends into recommendations for Directors and Vice Presidents on quality, risk, customer impact, and enterprise priorities.

Liability Claims Manager at Erie Insurance Exchange (2013-01 – 2019-12)

• Served as Interim Liability Claims Director for Maryland operations, setting priorities, providing leadership continuity, and supporting executive-level decisions in a complex service environment.
• Led remote professionals managing complex customer issues and litigated exposures while balancing service, quality, compliance, workload, and financial outcomes.
• Directed service delivery for a commercial middle-market account exceeding $1 million in premium, strengthening stakeholder relationships, service consistency, and operational performance.
• Built team capability through coaching, performance management, onboarding, and leadership development; completed Erie's Corporate Leadership Program for Vice President successors.

Bodily Injury Claims Specialist III at Liberty Mutual Insurance (2008-01 – 2011-12)

• Managed complex litigated and non-litigated bodily injury claims across multiple jurisdictions, resolving high-exposure customer matters through analysis, negotiation, service recovery, and stakeholder communication.
• Selected to lead Standard Work Pilot initiatives focused on scalable process consistency, operational efficiency, and service quality.
• Supported catastrophic loss response efforts during Hurricane Ike, helping customers navigate urgent, high-friction, and complex losses.

Field Bodily Injury Claims Representative at Farmers Insurance Exchange (2004-01 – 2007-12)

• Investigated, evaluated, negotiated, and resolved casualty and bodily injury claims involving complex liability, damages, and customer needs.
• Negotiated settlements with attorneys, claimants, and insureds while maintaining regulatory, financial, and customer experience standards.
• Contributed to enhanced training programs that strengthened onboarding, process consistency, and capability development for new claims professionals.

Area Manager at Amazon

• Led high-volume fulfillment operations spanning 75-100 direct reports, using performance metrics, frontline observations, and continuous improvement practices to drive productivity, quality, safety, and reliable customer delivery.
• Directed workforce planning, leadership development, OSHA compliance, performance management, and process improvement in a fast-paced operating environment requiring rapid prioritization and execution.

Managed Care Systems Analyst at Providence Hospital

• Managed payer contract administration, reimbursement analysis, provider relations, and service issue resolution across a complex healthcare operating environment.
• Designed a retro-authorization process that reduced denials, improved process reliability, and strengthened revenue integrity.

Outreach Marketing Coordinator / Lease-Up Leasing Consultant at Camden Property Trust

• Led outreach strategy supporting the lease-up of a new 508-unit residential community, building awareness and qualified prospect demand.
• Developed business partnerships and managed the end-to-end leasing journey in support of occupancy, revenue, and customer experience goals.

Master of Business Administration in MBA – Howard University

Bachelor of Business Administration in BBA – Howard University

Executive Education in Product Management and Strategy Program – The Wharton School (2026-08 – 2026-10)