Crystal Duco serves as Vice President of Customer Experience for Highland Capital Brokerage and has over 16 years of insurance industry experience. Crystal focuses on delivering meaningful and scalable customer experiences by leveraging digital solutions, continuous business process improvement, higher employee engagement, and a customer-centric culture. She is innovative, growth-focused, and exceptionally passionate about employees and advisors, driving strategic, enterprise-wide decisions to improve experiences and ensure successful outcomes. Crystal is also responsible for designing Highland’s Customer Experience Roadmap and Employee Engagement Program, identifying gaps and improvement opportunities while building the customer experience department to execute the strategy.
Crystal joined Highland in 2010, serving as Annuity Operations Vice President and Director for Highland. These positions allowed her to focus on revitalizing teams, demonstrating superior leadership skills during critical transition phases, providing creative marketing strategies, maintaining and establishing vendor relationships, and installing effective management processes. Additionally, Crystal oversaw the Annuity New Business, NBA, and Broker Contracting teams, where she improved processes, quality assurance, and customer-centricity. Other roles inside Highland also allowed her to focus on case management, licensing and contracting processes, and agent relationship management while receiving a holistic view of our customer journey.
Before joining Highland, Crystal worked at Protective Life Insurance Company, where she concentrated on quality assurance, new hire training, and exceptional customer service.
Crystal holds a Bachelor of Science in Business Management with a concentration in Human Resources from UAB and is a certified Customer eXperience Executive.
Crystal enjoys spending time with her three boys, family, and friends, and has a passion for nature and outdoor sports, including kayaking and hiking.