VP Sales & Service Operations, American Family Insurance
Candy Embray is the Vice President of Sales and Service Operations at American Family Insurance. Candy has spent her entire career in positions that have focused on the Customer, starting with sales, buying and leadership roles at JC Penney. She joined American Family in 2001 and has held positions in Underwriting and HR prior to her current role in the Sales division. In 2016, Candy was appointed VP at American Family and is accountable for a 400-person care center that provides billing, sales and servicing support to insureds and the company’s independent agency sales force. Under Candy’s leadership, the care center has seen marked improvement in service, while maintaining customer satisfaction, driving employee engagement and controlling operating expenses. Candy is not only passionate about driving ease and convenience for the customer, but also utilizing Lean innovation and process improvement principles to transform the way work is done within the organization. Candy and her team are focused on utilizing automation within the care center to enable the service reps to provide increased value to the customer’s experience. Candy currently serves on American Family’s Executive Diversity Council, Executive Ignite (Innovation) Council and the Customer Council. She has a heart for mentoring and developing others, and currently serves as both formal and informal mentor to many within American Family. Candy lives in Waunakee with her husband, John and their fur babies Armani and Lefty.