FBS - 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. Requirements About The Role As a CX Journey Owner, you’ll help shape and continuously improve end-to-end customer experiences. You’ll partner across business, design, marketing, analytics, and technology teams to understand customer behaviors and pain points, build meaningful journey maps, and turn data and customer insights into actionable opportunities. This role goes beyond documenting customer journeys. You’ll stay connected throughout the lifecycle of initiatives, from understanding the current experience and defining future-state journeys to monitoring outcomes and identifying opportunities for ongoing optimization. You’ll bring together Customer Experience expertise, strategic thinking, analytics, and business acumen to help ensure customer-focused initiatives can also support meaningful business outcomes. The formal role is an individual-contributor position with ownership of assigned customer journeys and their performance. What You'll Do Own and evaluate end-to-end customer journeys, iden