Experience Journey Mapping Analyst

Farm Bureau Financial Services•West Des Moines, IA

3d•Hybrid

About The Position

As an Experience Journey Mapping Analyst, you will directly facilitate multiple experience journeys in partnership with business leaders to create exceptional experiences for our clients, agents, employees, and non-client third parties. This will be done through the optimization of the end-to-end experience from initial awareness, onboarding, and owning and managing their relationship with Farm Bureau Financial Services. You will also work with business leaders to create exceptional operational experiences through optimization across the various shopping, buying, and owning experiences.

Requirements

Undergraduate degree in any field required; MBA preferred.
5+ years in marketing, digital, or customer experience.
Proficient with design thinking and journey mapping.
Strong project management and/or Lean Six Sigma principles and methodologies.
Financial services experience a plus.
Must have or obtain skill with all software used within the scope of journey mapping and competitive intelligence processes.
Must have excellent mathematical and analytical ability to be able to analyze and resolve difficult problems.
Ability to generate strategic insights from qualitative and quantitative inputs.
Applicants must be currently authorized to work in the United States on a full-time basis.

Responsibilities

Lead and facilitate the Farm Bureau Financial Services journey mapping framework to help document and analyze current state business processes and experiences in order to identify improvements to optimize our journey strategy.
Direct management and ownership of multiple experience journey mapping projects as identified by the customer, agent, and operational leadership teams, including current and future state journey mapping efforts across all operational and shared services areas.
Gather data on competitors and provide competitive intelligence on customer experience best practices to customer experience leadership, advisors, working group members, project teams, and other business partners.
Evaluate competitive analysis reports and interpret results to assist in the development of target markets for the business.
Present and communicate results to actuarial staff and business partners.
Automate and optimize the competitive analysis process and results in an efficient manner, including reporting and communication of topics to appropriate audiences across the companies.