Lead CX Journey Owner

Farmers Insurance

11d•$108,375 - $205,750•Hybrid

About The Position

This position owns multiple customer (which could include customer, agent, or other constituent groups) journey areas end-to-end and holds decision authority for their performance. The role leads initiatives to enhance journey effectiveness and customer satisfaction by applying human-centered design principles. The position manages collaborative relationships with stakeholders, including project teams and senior and executive leadership, to ensure implementation of journey strategies that align with broader business objectives. The role operates with significant autonomy while leveraging broad expertise to deliver customer journey initiatives across functions and may oversee a team as a people leader.

Requirements

High School Diploma or equivalent required.
Bachelors degree required.
Minimum seven years of experience required in customer experience management, journey mapping, and applying human-centered design principles.
Strong verbal communication and listening skills.
Demonstrated written communication skills.
Develops and delivers effective presentations. Able to present with clarity, confidence, and relevance to a variety of stakeholders including senior leadership. Able to adapt message and approach to audience needs.
Effectively coaches and delivers constructive feedback.
Effective interpersonal skills. Able to influence stakeholders and outcomes through relationship management and collaboration.
Demonstrated analytical skills. Able to apply advanced business and P&L acumen to evaluate impact of customer experience initiatives and align them with business objectives. Ability to drive multiple projects to successful completion. Demonstrated project management skills. Able to apply strong project management skills to coordinate tasks, manage stakeholders and timelines, secure resources, and drive completion of project activities.
Seeks to acquire knowledge in area of specialty. Possesses broad knowledge of customer experience, journey ownership, human-centered design, and related principles.
Possesses strong technical aptitude. Proficient with Microsoft Office suite. Proficient with CRM systems, journey mapping systems, analytics platforms, and project management tools. Able to learn and adapt quickly to new technologies.

Responsibilities

Reviews customer journeys end-to-end to analyze behaviors, motivations, and pain points. Identifies customer needs and opportunities for improvement. Leads creation of journey maps for complex to highly complex journeys using human-centered design principles. Documents customer journey information to support optimization efforts and ensure consistency across multiple journeys and areas while promoting best practices. Applies broad expertise of customer journeys and process improvement to implement optimizations at scale across journey areas and functions.
Analyzes and synthesizes customer feedback from multiple journey areas to identify trends and opportunities for improvement. Leads processes to intake, act on, and synthesize feedback to accurately reflect the voice of the customer. Aggregates and prioritizes data to drive customer experience improvements. Transforms insights into actionable recommendations for senior stakeholders and leadership to shape customer experience roadmaps and strategies. Leverages insights to identify large scale opportunities and inform decision making.
Leads projects to improve customer experiences by defining customer needs and recommending process improvements across multiple journey areas. Applies human-centered design principles to propose solutions that address customer needs. Develops cost-benefit analyses to assess the impact of improvements and provides insights to sustain project momentum. Recognizes project, program, or enterprise integration points and collaborates with stakeholders to ensure alignment. Manages stakeholder relationships across functions to support objectives, secure support and resources, and drive project execution.
Monitors and measures the quality of customer journeys using KPIs, OKRs, rNPS, tNPS and other performance metrics. Performs comprehensive reporting on journey performance to provide actionable insights for stakeholders, senior leadership, and executive leadership. Leads continuous improvement processes across multiple journey areas to address inefficiencies, improve performance metrics, and enhance customer experience. Strategically aligns improvement efforts with broader business objectives to achieve key performance targets. Contributes to development of performance metrics.
Leads customer experience optimization by leveraging broad expertise in customer journey ownership. Acts as a subject matter specialist and decision authority to influence and shape optimization efforts through strong journey ownership practices. Helps stakeholders understand the value of customer experience improvements by advocating for customer-centric approaches. Communicates and presents with clarity, poise, and tactical and strategic relevance while championing the adoption of customer experience perspectives.
Advances customer experience and journey ownership skills and stays updated on trends, tools, and best practices. Sets clear and actionable development plans for self to continually strengthen, deploy, and improve core competencies. Deepens knowledge of the business, company, and customers. Acts as a knowledgeable resource to mentor or coach less experienced team members to support peer learning and team development.
Performs other duties as assigned.