Heather Day

Customer Relationship Management President Progressive

Last Reviewed: October 3, 2026

Executive Summary

Heather Day became president of Progressive’s Customer Relationship Management organization in July 2026, succeeding Lori Niederst, who moved to the new role of chief personal lines officer. Day is responsible for the strategy and operations of the organization, which covers the insurer’s direct sales, customer service, customer experience design and in-house agency. She joined Progressive in 2005 and held leadership positions across product management, product development, strategy and marketing. Before moving to customer relationship management she was general manager for agency distribution, leading the sales, systems, experience and analytics teams for the independent agent channel. She now runs the direct channel after leading the agency one.

Career Highlights

• President of Progressive’s Customer Relationship Management organization since July 2026.
• General Manager, Customer Experience Strategy, before her appointment.
• General Manager for Agency Distribution, leading the independent agent channel’s sales, systems, experience and analytics teams.
• Product management, product development, strategy and marketing roles since joining in 2005.
• IT strategy consulting in Brazil and the U.S. before Progressive.

Professional Journey

Day holds a bachelor’s degree in interdisciplinary studies from Miami University, an MA from the University of Southern California and an MBA from the Wharton School at the University of Pennsylvania, according to Progressive. Before joining the insurer she worked in IT strategy consulting in Brazil and the U.S.

She began her Progressive career in 2005 and held a variety of leadership positions across product management, product development, strategy and marketing.

She later became general manager for agency distribution, leading the sales, systems, experience and analytics teams for Progressive’s independent agent channel. Progressive’s June 2026 filing gives her title before her promotion as general manager, customer experience strategy.

In June 2026 the company announced that on 4 July 2026 she would become president of Customer Relationship Management, succeeding Lori Niederst, who was promoted to chief personal lines officer overseeing both Personal Lines and the CRM organization. In the role Day is responsible for the strategic direction and operations of the organization, overseeing direct sales, customer service, customer experience design and the in-house agency. Progressive, an insurance holding company in Mayfield Village, Ohio, wrote $83.2 billion of net premiums in 2025, according to its 10-K.

Progressive’s 10-K describes a management team that supports the chief executive in overseeing the business and the corporate functions serving the whole organization: the chief financial, marketing, investment, information, human resources, strategy and legal officers, and the presidents of the personal lines, commercial lines, claims and customer relationship management groups. Day joined it in 2026 at the head of customer relationship management.

Education

The Wharton School, University of Pennsylvania

MBA

University of Southern California

MA

Miami University

Bachelor’s degree, Interdisciplinary studies