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Job Title
Customer Experience Journey Owner - RemoteRequisition Number
R6947 Customer Experience Journey Owner - Remote (Open)Location
Arizona - Home TeleworkersAdditional Locations
Alabama - Home Teleworkers, Alabama - Home Teleworkers, Arkansas - Home Teleworkers, California - Home Teleworkers, Colorado - Home Teleworkers, Connecticut - Home Teleworkers, Delaware - Home Teleworker, District of Columbia - Home Teleworkers, Florida - Home Teleworkers, Georgia - Home Teleworkers, Idaho - Home Teleworkers, Illinois - Home Teleworkers, Indiana - Home Teleworkers, Iowa - Home Teleworkers, Kansas - Home Teleworker, Kentucky - Home Teleworkers, Louisiana - Home Teleworkers, Maine Home Teleworkers, Maryland - Home Teleworkers, Massachusetts - Home Teleworkers, Michigan - Home Teleworkers, Minnesota - Home Teleworkers, Mississippi - Home Teleworker, Missouri - Home Teleworker, Montana - Home Teleworkers {+ 20 more}Job Information
CSAA Insurance Group (CSAA IG), a AAA insurer, is 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. At CSAA IG, we hire good people for a brighter tomorrow. We are actively hiring for a Customer Experience Journey Owner. Join us and support CSAA IG in achieving our goals!
Your Role: The Customer Experience Journey Owner will maintain a cohesive and purposeful customer experience and will actively drive, and craft customer experiences using design thinking, lean startup, and agile methodologies to transform insights into actionable recommendations. They will consult across the organization to address business problems from a customer perspective, using journey maps, analysis, and partner negotiations to advance the customer experience. As well as identify and align customer journey programs with financial goals, applying business insight and improvement techniques to collaboratively develop and implement recommendations.
Your work:
Understand and champion living customer journey map(s), dashboards, and related data and models.
Maintain and seek opportunities to advance library of customer experience artifacts, including customer journey maps and experience maps and jobs to be done wireframes.
Define, raise awareness, and advance the customer journey(s) and opportunities to enhance the customer experience across the organization.
Champion a customer-centric design culture by crafting and delivering solutions that are outstanding.
Ensure end-to-end journey(s) and programs are in alignment with enterprise strategy and standard methodologies in CX.
Deep understanding of various enterprise applications, design standard methodologies, style guides and design systems.
Contribute to all stages of the design process from brainstorming, research, wireframing, mockups, user flows, and interactive prototypes to refine end-to-end customer experiences.
Collaborate with product, technology and development teams to translate product requirements into well-defined customer experiences.
Influence initiative owners as applicable to ensure a strong customer experience.
Collect customer feedback, market insights, and trends to refine and improve end-to-end experiences.
Develop and maintain a detailed understanding of the company’s business plan, key business drivers and partners, and new and ongoing initiatives.
Identify and acquire needed tools, training, resources, and standard processes from outside the company to improve customer experience function.
Track program contributions to relevant critical metrics such as net promoter score, retention, growth and expense savings. Provide insights to initiative and project owners.
Lead CX Design Lab, an internal, solutions-based effort passionate about generating ideas that improve the customer experience and alleviate customer struggles.
Leverage principles of design thinking to assist in developing and generating ideas that improve the customer experience and alleviate customer problems.
Required Experience, Education and Skills
Bachelor's degree in related area or an equivalent combination of education and experience.
8+ years working in cross-functional teams in corporate settings (in disciplines such as product management/development, corporate strategy, marketing strategy, or management consulting).
4+years of experience in discipline(s) such as customer insights, CX design, product management/development, marketing strategy or related field.
Understanding and knowledge of customer journey work.
Ability to demonstrate extensive experience doing hands-on analysis and strategic thinking, with ability to convey analytic findings into strategic implications and actionable recommendations.
Outstanding written and verbal communication, relationship-building, presentation and project management skills.
Independent, strategic thinker who fosters curiosity, creative-thinking and continual process improvement.
Strong business acumen and political savvy.
Translate concepts and ideas into tactical plans.
Achieve business goals by applying excellent judgment, creativity and technical know-how to program management.
Collaborate and influence internal and external business partners to resolve issues, gain needed information and influence outcomes.
What would make us excited about you?
Crafting end-to-end customer-facing experiences.
Working in a B2B2C environment.
Experience in insurance, financial services or other regulated industries.
Working with EIS, Guidewire, NICE, Salesforce, and Payments.
Expertise in customer experience business environment.
Industry-acknowledged credentials, education and/or practical experience in Design Thinking and/or Agile.
Prior success in launching new programs or entering new consumer markets.
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.
CSAA IG Careers
At CSAA IG, we’re proudly devoted to protecting our customers, our employees, our communities, and the world at large. We are on a climate journey to continue to do better for our people, our business, and our planet. Taking bold action and leading by example. We are citizens for a changing world, and we continually change to meet it.
Join us if you…
BELIEVE in a mission focused on building a community of service, rooted in inclusion and belonging.
COMMIT to being there for our customers and employees.
CREATE a sense of purpose that serves the greater good through innovation.
Recognition: We offer a total compensation package, performance bonus, 401(k) with a company match, and so much more! Read more about what we offer and what it is like to be a part of our dynamic team at https://careers.csaa-insurance.aaa.com/us/en/benefits
In most cases, you will have the opportunity to choose your preferred working location from the following options when you join CSAA IG: remote, hybrid, or in-person. Submit your application to be considered. We communicate via email, so check your inbox and/or your spam folder to ensure you don’t miss important updates from us.
If a reasonable accommodation is needed to participate in the job application or interview process, please contact TalentAcquisition@csaa.com.
As part of our values, we are committed to supporting inclusion and diversity at CSAA IG. 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 with us.
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.
CSAA Insurance Group is an equal opportunity employer.
The national average salary range for this position is $136,000-$152,000. However, we have a location-based compensation structure. Our salary ranges vary and are calculated based on county of residence. The full salary range for this position across all the states we hire in is $123,000-$182,000. This role also includes an opportunity for a company-wide annual discretionary bonus, through our Annual Incentive Plan (AIP), of up to 12% of eligible pay.
If you apply and are selected to continue in the recruiting process, we will schedule a preliminary call with you to discuss the role and will disclose during that call the available salary/hourly rate range based on your location. Factors used to determine the actual salary offered may include location, experience, or education.
Must have authorization to work indefinitely in the US.
Please note we are hiring for this role remote anywhere in the United States with the following exceptions: Hawaii and Alaska.
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