Journey Mapping Lead: Experience Optimization

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

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.