Monika Mandrakas

Manager, Customer Insights at Mutual of Omaha

Speaker

Monika holds a Master of Science in Business Administration and Marketing and has a track record of 30 years, working in Gas and Oil to Banking to Insurance. Over the last decade at Mutual of Omaha, Monika has made significant contributions to customer expectation/satisfaction measurement, market research, and organizational innovation. Her experience includes pioneering studies, leadership over advisory boards, and advancing research programs that support strategic initiatives and customer experience improvements.

Monika began her career at Mutual of Omaha in 2012, supporting sales with marketing and data projects, and initiated the first customer satisfaction and NPS studies for Mutual in 2014, laying the groundwork for future customer insights programs. Between 2015 and 2019, she developed a holistic VOC and market research program, launched customer and broker advisory boards, presented at international conferences, and contributed to organizational innovation and career path development within the research department. From 2020 onward, Monika added further B2B and consumer research programs, studies on workforce trends, and became an Innovation Catalyst for Mutual in 2023 focusing on AI education and digital transformation efforts through ongoing studies and presentations. Monika's expertise in market intelligence, competitive analysis, and customer insights has been instrumental in positioning products and services competitively in the market