Seven years ago, Erica Martin wanted to be in rooms where smart people solved hard problems. Today, she's helping lead those conversations—and mentoring others to find their voice, too.

When Erica Martin first joined Asurion, she wasn’t looking for just another job. She wanted to be surrounded by smart, curious people, and to learn as much as possible. What she didn't expect was how much her own voice mattered at Asurion and the amount of freedom she'd have to shape her own path. “Being able to craft a career that fits my skills and interests in a place where my perspective is valued – that’s the best feeling,” she says. 

Erica’s drive and curiosity have led her to launch new products, build out Asurion’s customer insights program, and now lead the Growth CX team, which designs experiences for Asurion’s future customers and emerging business lines.

It's not the career trajectory one would expect at a company often mistaken for being "just phone insurance." But that's exactly the point.

Listening to millions of customers (and future ones)

Luckily for Customer Experience (CX)- and data-obsessed folks like Erica, Asurion has nearly 270 million customers across the globe. As Senior Manager of Customer Experience for Growth & Consumer Listening, Erica’s team uses listening tools and data analytics to understand the needs of Asurion customers.

“We help keep a pulse on Asurion customer experiences,” she explains. “When we’re designing new experiences, we bring the customer’s voice into every conversation – from the first whiteboard sketch to launch day – and beyond.” Asurion depends on this kind of input to help current customers and to identify areas it hopes to serve in the future.

Speaking of the future, Erica also focuses on CX design and insights for growth opportunities for Asurion. She's part of a 20-person CX team that partners across the company, from external partners like major retailers to internal product teams.

“We help design what the experience should be, utilizing our deep understanding of our current portfolio of experiences, social insights, and customer-centric thinking,” she says. “We’re there to bring the customer perspective.”

What do customers actually need?

One of Erica’s favorite wins? Helping launch a program that gets customers phones delivered on the same day they filed a claim.” This was a huge win for customers who just wanted to get back to their tech quickly,” she recalls. “The customer voice was there from day one—in the room where we were sketching out how we could serve the need for faster delivery," she says. Her team influenced every step of the experience, from initial design to launch to ongoing improvements based on customer feedback.

It's innovation driven by a simple question: What do people actually need from Asurion?

The "getting to" versus "having to" career

"When I wake up, instead of saying 'today I have to,' I find myself saying 'today I get to,'" she adds. "I get to be a customer advocate. I get to make things better for real people. I get to solve new problems. I get to craft future experiences."

But purpose alone doesn't keep someone for seven years. Growth does.

"Asurion lets people forge paths that fit them," Erica explains. "I know people who want to plant deep roots and become experts in one space—and they get to. And then there are people like me, who like to hop around to new things and shake it up. And I get to do that, too."

Erica’s advice for people considering a job at Asurion

Erica describes Asurion's culture in three words: Eager, evolving, and energetic. It's a place where, if you're willing to learn and grow, there's always an opportunity. It’s a place where you can build deep expertise or zig-zag across different challenges. Erica encourages newcomers to “be excited to learn and use your voice because – as it turns out – people actually want to hear it.”

Erica’s Asurion journey hasn’t just been about processing claims—it's been about using data, technology, and customer insights to solve real human problems at scale.

"And I wouldn't be CX if I didn't add," Erica laughs, "think customer first."

Want to help shape how millions of people experience tech care? Explore open roles at Asurion today.