FBS - Lead CX Journey Owner

Capgemini; United States; Hybride; USD 110 000 - 170 000; Plein temps

Avantages offerts par ce poste

Private Health Insurance

Pension Plan

Paid Time Off

Training & Development

Flexible work arrangements

Résumé du poste

FBS is seeking an experienced professional to own customer journey areas and drive end-to-end improvements with a human-centered approach. You will act as the journey strategy decision-maker, collaborating with project teams and senior leaders to align initiatives with business goals.

The role demands independence, strong communication, and a track record of leading projects across journeys, with a focus on improving satisfaction metrics and driving measurable impact.

Qualifications

• Bachelor's degree required.
• 7+ years of experience in customer experience management, journey mapping, and human-centered design.

Responsabilités

• Analyzes customer journeys end to end and leads journey mapping for complex journeys.
• Brings feedback across journeys and turns insights into recommendations for senior leaders.
• Leads projects across journey areas, including cost-benefit analysis and managing stakeholders across teams.
• Tracks journey performance (KPIs, OKRs, rNPS, tNPS) and leads continuous improvement.
• Coaches less experienced team members.

Connaissances

Customer experience management

Journey mapping

Human-centered design

Fluent English

Communication and presentation

Advanced analytical skills

Business/PM knowledge

Formation

Bachelor's degree

Outils

CRM software

Journey mapping tools

Analytics tools

Project management tools

Description du poste

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.

About The Role

Owns several customer journey areas from start to finish and is the decision-maker for how they perform. Leads work to improve journey effectiveness and customer satisfaction using human‑centered design. Works with project teams and senior leaders to make sure journey strategies support business goals. Works with a high level of independence and may lead a team.

What You'll Do

• Analyzes customer journeys end to end and leads journey mapping for complex journeys.
• Brings together customer feedback across journeys and turns insights into recommendations for senior leaders.
• Leads projects across journey areas, including cost-benefit analysis and managing stakeholders across teams.
• Tracks journey performance (KPIs, OKRs, rNPS, tNPS) and leads continuous improvement.
• Serves as a subject matter expert and coaches less experienced team members.

Requirements

• Bachelor's degree required.
• 7+ years of experience in customer experience management, journey mapping, and human‑centered design.
• Fluent English required.
• Strong communication and presentation skills (including to senior leaders).
• Advanced analytical and business/P&L skills.
• Strong project management, and working knowledge of CRM, journey‑mapping, analytics, and project management tools.

Competitive compensation and benefits package:

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package
3. Career development and training opportunities
4. Flexible work arrangements (remote and/or office-based)
5. Dynamic and inclusive work culture within a globally renowned group
6. Private Health Insurance
7. Pension Plan
8. Paid Time Off
9. Training & Development

Note: Benefits differ based on employee level.

By applying for this position, candidates acknowledge and agree that:

Personal Data Processing: The personal data provided during the recruitment and selection process will be collected, processed, and retained for legitimate recruitment and compliance purposes, in accordance with applicable data protection and privacy laws and FBS internal policies.

Legal Authorization to Work: Employment with FBS is conditional upon the candidate having valid, local legal authorization to work in the country where the role is based at the time of hire. FBS does not sponsor or obtain work authorization unless explicitly stated.

Exclusivity of Employment and Conflict of Interest: Upon acceptance of an offer and during employment with FBS, employees will not be permitted to engage in parallel employment, professional activities, or paid work for other entities. Any ownership, partnership, directorship, or participation in other businesses or companies must be fully disclosed and formally reviewed in accordance with FBS internal conflict‑of‑interest and external engagement policies prior to the start date or as soon as such circumstances arise.

Failure to comply with these conditions may impact the hiring decision or employment continuation.