Jennifer Baker

Jennifer Baker is Director of Policyholder Experience at Cincinnati Insurance, where her view of customer experience has been shaped by seeing the policyholder relationship from several sides of the business. She began in commercial underwriting, moved into systems deployment, spent nearly a decade leading Cincinnati’s Customer Care Center, and now brings that cross-functional perspective to policyholder experience.

Cincinnati is an agent-first carrier, where independent agents own much of the customer relationship. Baker’s role is improving the experience by influencing the people and processes around it. Education is one way she does that. Baker and colleague Jeff Owens have led continuing-education sessions on client retention alongside Cincinnati sales meetings, giving agents practical ways to strengthen customer relationships.

Baker believes that better customer experiences start by giving the people closest to customers better information, judgment, and tools. Technology extends that philosophy. Cincinnati has been exploring AI across underwriting, claims, and service workflows while keeping independent agents at the center of the relationship.

Baker’s Policyholder Experience organization has also helped research and test new approaches to caller authentication, including work involving AI integration. The focus is not automation for its own sake, but using technology to remove friction and make interactions easier without weakening the human relationships the business depends on.

Baker improves CX through influence, strengthening the people, processes, and technology that shape the experience together.