FBS - Lead CX Journey Owner

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households wit...

About The Role

Owns several customer journey areas from start to finish and is the decision-maker for how they perform. Leads work to improve journey effectiveness and customer satisfaction using human-centered design. Works with project teams and senior leaders to make sure journey strategies support business goals. Works with a high level of independence and may lead a team.

What You'll Do

• Analyzes customer journeys end to end and leads journey mapping for complex journeys.
• Brings together customer feedback across journeys and turns insights into recommendations for senior leaders.
• Leads projects across journey areas, including cost-benefit analysis and managing stakeholders across teams.
• Tracks journey performance (KPIs, OKRs, rNPS, tNPS) and leads continuous improvement.
• Serves as a subject matter expert and coaches less experienced team members.

Requirements

• Bachelor's degree required.
• 7+ years of experience in customer experience management, journey mapping, and human-centered design.
• Fluent English required.
• Strong communication and presentation skills (including to senior leaders).
• Advanced analytical and business/P&L skills.
• Strong project management, and working knowledge of CRM, journey-mapping, analytics, and project management tools.