Advisory Board Member Profile

Josh Mitchell

Appeals Manager

Areas of Expertise:

Your Customers, Their Journey, Customer First Culture, Principles of Customer ​Relationship Building, Accelerate & Improve Decisions with Data, Customer Experience in your Organization-Navigating Politics of Change

My career began, as most do in the insurance claim world, because I needed a job and did not have a good plan upon graduation.  I was fortunate to know someone who recommended me for a position with State Farm Insurance.  I started as a Claim Specialist in Sioux City, Iowa.  It was my first lesson in needing a stronger network!

Over the next 15 years I worked primarily in Catastrophe Services where I travelled the country and helped customers recover from the devastating effects of natural disasters.  I was promoted into different management opportunities during this time and discovered my passion for leading people.  The responsibility to work with employees along the journey to achieve their goals, dreams, and aspirations is extremely rewarding.

As life changed and I could no longer travel 200+ days a year I took a step back and seized an opportunity to work in a centralized environment.  I gained experience developing, implementing and improving processes.  Managed in a large and complex call center environment and developed a greater understanding of the customer experience, specifically from a Claim lifecycle and multi-channel perspective.

In 2018 I took a career opportunity and joined J.S. Held LLC, a multi-disciplinary consulting firm, to develop and scale their Catastrophe Operations department.  It was a great opportunity to see a different side of the P&C Insurance business and have an immediate impact at an organizational level.

I am honored and humbled to be part of the Customer Experience Program at The University of Houston’s Bauer College.

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