Senior CX Architect — End-to-End Customer Journeys

Standard Insurance; United States; On-site; USD 110,000 - 180,000; Full time

Job summary

The Standard is seeking a seasoned Customer Experience professional to design and optimize end-to-end customer journeys within a complex ecosystem. You will connect data, platforms, and people across internal systems and customer connections, partnering with stakeholders across the organization to envision, implement, and measure the CX program.

With 8+ years of CX practice in financial services, you will turn disconnected data into connected experiences, driving trust and relevance in every

Qualifications

• 8+ years of Customer Experience practice within group insurance or financial services.
• Hands-on with customer research, persona development, journeys and service blueprinting.
• Experience integrating real-time data across internal and customer systems (APIs, EDI).
• Ability to lead cross-functional conversations with product, technical and executive audiences.

Responsibilities

• Design, orchestrate and optimize end-to-end customer journeys across a complex ecosystem.
• Collaborate with stakeholders to envision, implement, measure, and monitor CX programs.
• Translate data into connected, trustworthy customer experiences.
• Define and track performance indicators aligned with experience metrics.
• Share insights through storytelling to drive action and improvements.
• Develop training and communication materials to enable CX practices.

Skills

CX Strategy

Journey Mapping

Data Integration

Stakeholder Leadership

Omnichannel Experience

Tools

Workday

ADP

UKG

PlanSource

Job description

The Standard is seeking a seasoned Customer Experience professional to design and optimize end-to-end customer journeys within a complex ecosystem. You will connect data, platforms, and people across internal systems and customer connections, partnering with stakeholders across the organization to envision, implement, and measure the CX program.

With 8+ years of CX practice in financial services, you will turn disconnected data into connected experiences, driving trust and relevance in every