Experience Journey Mapping Analyst

Farm Bureau Financial Services; West Des Moines (IA); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

401(k) match

Health, dental & vision insurance

Life & disability insurance

Paid time off

Job summary

Farm Bureau Financial Services seeks an Experience Journey Mapping Analyst to lead and facilitate journey mapping programs across awareness, onboarding, and ongoing customer relationships. You will partner with business leaders to optimize end-to-end experiences for clients, agents, employees, and partners.

The role requires an undergraduate degree, 5+ years in marketing, digital, or customer experience, and proficiency in design thinking, journey mapping, and Lean Six Sigma.

Qualifications

• Undergraduate degree 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.
• Excellent mathematical and analytical ability to analyze and resolve difficult problems.

Responsibilities

• Lead and facilitate the journey mapping framework across multiple projects.
• Direct management and ownership of current and future state journey mapping efforts across operations.
• Gather data on competitors and provide competitive intelligence to leadership and teams.
• Evaluate competitive analyses and present results to stakeholders.
• Automate and optimize the competitive analysis process and reporting.

Skills

Design thinking

Journey mapping

Project management

Lean Six Sigma

Analytical ability

Education

Bachelor's degree

MBA preferred

Job description

Experience Journey Mapping Analyst

Who We Are:

At Farm Bureau Financial Services, we’re more than an insurance company – we’re a team committed to serving our client/members and supporting one another. For more than 85 years, we’ve helped protect the families, homes, vehicles, farms and futures of the people who count on us. We’re also committed to creating a workplace where employees feel valued, supported and encouraged to grow. Our culture is grounded in integrity, teamwork, passion, service, leadership and accountability, and we take pride in fostering an environment that is welcoming, collaborative and people-focused.

What You’ll Do:

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.

This position requirements include:

• Will 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 in 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 serves areas.
• Gather data on competitors and provide competitive intelligence on customer experience best practices to customer experience leadership, advisors, working group members, project team 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.

What It Takes to Join Our Team:

• Undergraduate degree in any field required; MBA preferred.
• 5+ years in marking, 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.

What We Offer You:

We support employees with competitive benefits, thoughtful career development and educational opportunities and, in many positions, the option for a hybrid work arrangement. Our benefits package includes an enhanced 401(k) with company match, low-cost health, dental and vision benefits, and life and disability insurance options. You’ll also enjoy paid time off, including holidays and volunteer time. Some of our locations even include onsite wellness facilities with fitness classes and programs, daycare centers, cafeterias and more. Farm Bureau...where your career can take root!

Work Authorization/Sponsorship:

Applicants must be currently authorized to work in the United States on a full-time basis. We are not able to sponsor now or in the future, or take over sponsorship of, an employment visa or work authorization for this role. For example, we are not able to sponsor OPT status.