Customer Experience Journey Owner - Remote

We, here at CSAA IG are one of the top personal lines property and casualty insurance groups in the U.S. Our employees proudly live our core beliefs and fulfill our enduring purpose to help members prevent, prepare for and recover from life's uncertainties, and we're proud of the culture we create together. As we commit to progress over perfection, we recognize that every day is an opportunity to be innovative and adaptable. We hire good people for a brighter tomorrow. We are actively hiring for a Customer Experience Journey Owner!

• We are open to levels III - IV for this role, dependent upon experience.
  
  

Your Role

The Customer Experience Journey Owner will leverage a variety of skills and tools to maintain a purposeful and cohesive overarching customer experience for AAA Insurance. The role, which will report to the Customer Experience leader, will actively drive and shape customer experience by leveraging design thinking, lean startup and agile methodologies to transform customer insights into actionable recommendations, ultimately designing customer centric experiences that drive continuous improvement in the end-to-end customer journey.

A successful incumbent in this role will consult throughout the organization to address business problems using a customer lens, advocating for the customer by leveraging customer journey maps, coordinating analysis, interpreting insights and negotiating with key stakeholders (including C-suite and partner club leadership) to define, raise awareness of and advance the customer experience and in support of the enterprise strategy. This individual will need to identify and align the contribution of customer journey programs to financials by applying business acumen, improvement methods, tools and techniques to collaboratively construct recommendations from ideation to full scale implementation.

This individual may additionally be asked to lead/coach a matrixed team to transform customer insights into actionable ideas in support of enterprise strategy.

Your work

• Define, raise awareness, and advance the customer journey(s) and opportunities to enhance the customer experience across the organization.
• Understand and champion living customer journey map(s), dashboards, and related data and models.
• Develop and maintain library of customer experience artifacts, including customer journey maps and experience maps and jobs to be done wireframes
• Ensure assigned end-to-end journey(s) and programs are in alignment with enterprise strategy and best practices in CX.
• Continuously gather customer feedback, market insights, and industry trends to refine and enhance end-to-end experiences.
• Develop and maintain a thorough understanding of the company’s business plan, key business drivers and stakeholders, and new and ongoing initiatives.
• Assist in identifying and obtaining needed tools, training, resources, and best practices from outside the company to enhance customer experience function.
• Track program contributions to relevant KPIs such as net promoter score, retention, growth and expense savings. Provide insights to initiative and project owners as requested.
• Leverages principles of design thinking to assist in developing and generating ideas that enhance the customer experience and alleviate customer pain points
• Collaborate with project leads as needed.
• Monitor market research and industry trends, commission new research, coordinate data analysis, interpret insights, and use data to provide strategic direction for initiatives.
• Assist in supporting CX Design Lab, an internal, solutions-based effort focused on generating ideas that enhance the customer experience and alleviate customer pain points.
  
  

Required Experience, Education And Skills

• Bachelor's degree in related area or an equivalent combination of education and experience
• 6 years working in cross-functional teams in corporate settings (in disciplines such as product management/development, corporate strategy, marketing strategy, or management consulting)
• 2 years of experience in discipline(s) such as customer insights, CX design, product management/development, marketing strategy or related field
  
  

What would make us excited about you? 

• Experience working in a B2B2C environment
• Experience in insurance, financial services or other regulated industries
• Expertise in customer experience business environment
• Industry-acknowledged credentials, education and/or practical experience in Design Thinking and/or Agile
• Actively shapes our company culture (e.g., supporting employee resource groups, mentoring employees, volunteering, joining cross-functional projects) 
• Champions our cultural norms (e.g., willing to have cameras when it matters helping onboard new team members, building relationships, etc.) 
• Demonstrates a company ownership mindset, thinking beyond boundaries of their own area  
• Travels as needed for role, including divisional / team meetings and other in-person meetings 
• Fulfills business needs, which may include investing extra time, helping other teams, etc 
  
  

Let’s keep working together 

 

Submit your application to be considered.  If reasonable accommodation is needed to participate in the job application or interview process please contact TalentAcquisition@csaa.com.

See benefits offered https//careers.csaa-insurance.aaa.com/us/en/benefits

 

Please note, hourly or salary compensation, or the range of hourly or salary compensation available for a position may vary by location. We reserve the right to amend these benefits at any time and actual compensation will be determined at time of offer. 

As part of our core beliefs, we are committed to supporting inclusion and diversity. We actively celebrate colleagues’ different abilities, sexual orientation, ethnicity, and gender. Everyone is welcome and supported in their development at all stages in their journey here.

We are always recruiting, retaining, and promoting a diverse mix of colleagues who are representative of the U.S. workforce. The diversity of our team fosters a broad range of ideas and enables us to design and deliver a wide array of products to meet customers’ evolving needs.

Must have authorization to work indefinitely in the US. 

CSAA Insurance Group is an equal opportunity employer.  

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