5 Questions with NCCI’s Ilene Lustigman, Damian England

Movers & Shakers

Engaging customers and stakeholders is the lifeblood of many organizations and how well it goes can make or break a team's ability to carry out its mission. No strangers to the need to keep customers coming back for what you offer them is NCCI. And who does NCCI turn to keep the connection with those the organization serves? Ilene Lustigman and Damian England.

We were fortunate enough to get a little bit of their time as they enlightened us on their journeys and the lessons they have learned along the way.

Q. Where did your journey in the workers' compensation industry begin? 

Ilene—My journey in workers’ compensation began in NCCI’s Customer Service Department, where I gained valuable industry experience. Over the years, I have held various roles that deepened my knowledge and fueled my passion for helping our customers navigate the unique challenges that they face. Today, I am proud to lead the Customer Service team at NCCI, where we focus on delivering exceptional support and solutions for our stakeholders.   

Damian—I never planned to get into the insurance industry, but it was a unique opportunity that fit well with my educational background. My journey in workers’ compensation started in loss control/prevention with an insurance carrier. I had the privilege to evaluate and work with many types of businesses and operations around the country. It was rewarding and exciting to help provide solutions to prevent future employee injuries. That spark continued as I evolved into claims, client services, and large account management.  After working at five different insurance companies, I found my way to NCCI, which gave me a great opportunity to combine all my experiences and give back to our workers’ compensation industry.    

Q. What does a "typical" day look like for you? 

Damian & Ilene—We both agree that there’s no such thing as a typical day when working with our stakeholders. Each inquiry and interaction is unique. Our Affiliate Service Executive team gathers insights into what is important to our stakeholders, allowing us to better align our service and support. It is truly a team effort. 

We also ensure there is an ongoing awareness of the tools and services that NCCI offers to help streamline processes and aid in decision-making. This directly impacts our Customer Service team, where we provide a timely, high-quality experience for each of the 200,000 phone inquiries and 60,000 email inquiries we handle annually from insurance agents and carriers.   

Q.  What's the biggest motivator for you at work? 

Ilene—NCCI plays a critical role in supporting the workers’ compensation industry, and we reflect that responsibility in every call, email, and interaction with customers. The inquiries that we handle are often complex, and our customers count on us to provide clear, accurate, and thoughtful responses. 

What drives me is the opportunity to constantly learn and share that knowledge with both stakeholders and team members and use it to improve the service we deliver every day. It is also inspiring to know that, as the industry evolves, we have the ability to adapt and grow, shaping the future of our work and the service we provide.      

Damian—I would say my biggest motivator is providing excellent service and satisfaction to our carriers and partners. My team and I get very excited when we see those “aha” moments. You can see a customer’s face light up when we provide something new and exciting that they can immediately use in their daily operations. Our overall objective is to promote a healthy workers’ compensation environment and system.   

Q. Why is this a great time to be part of this industry?  

Damian—This is fantastic time to be in the workers’ compensation industry because there are continually new technologies and innovations presenting themselves. Information and data are now so consumable and available so quickly, it has never been easier for stakeholders to utilize data for decision-making.  

Q. What's a lesson you have learned in your career that you wish you could share with your younger self? 

Ilene—First, I’d like to take a moment to recognize all our customer professionals celebrating Customer Service Week. This year’s theme, Embracing Change, is something I wish I could have shared with my younger self.  

Change brings valuable opportunities to learn, grow, and collaborate with new people, and the potential it offers is endless. I find that I am much more excited about change now than I was when I was younger. That shift in mindset has had a profound impact on my career and how I approach new challenges. Every change comes with a new opportunity—one that is there for you to embrace. 

Damian—Ilene, funny you should say that! I agree that when I was younger, I wish I would have been way more accepting of change and been more of a risk-taker. In today's world, change is going to happen—and it is going to happen rapidly, as I mentioned earlier with technology and innovations.  We must be open to the possibilities on how change can enhance what we do on a daily basis.  

I also cannot emphasize enough the importance of the whole team. It truly does take a village to be successful. I want to congratulate our entire Customer Operations team, and especially our affiliate services teams for the day-to-day work they do to wow our customers and improve the overall health of the industry.

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