Senior CX Journey Owner — End-to-End Customer Experience

Farmers Insurance; United States; Hybrid; USD 110,000 - 205,000; Full time

Benefits offered by this job

Bonus Opportunity

401(k)

Medical

Dental

Vision

Health Savings and Flexible Spending

Job summary

Farmers Insurance is seeking a Customer Journey Lead who owns multiple journeys end-to-end, applying human-centered design to drive improvements across teams. You will collaborate with stakeholders and senior leaders to implement journey strategies aligned with business goals.

The role requires strong cross-functional partnership, autonomy, and a focus on delivering measurable customer experience improvements in a hybrid work environment.

Qualifications

• High School Diploma or equivalent required.
• Bachelor's degree required.

Responsibilities

• Owns multiple customer journeys end-to-end and leads journey optimization initiatives.
• Analyzes customer feedback to identify trends and opportunities for improvement.
• Leads projects to improve customer experiences across journey areas.
• Monitors journey performance using KPIs and leadership metrics.
• Mentors team members and partners with stakeholders to align with business goals.

Education

High School Diploma or equivalent

Bachelor's degree

Job description

Farmers Insurance is seeking a Customer Journey Lead who owns multiple journeys end-to-end, applying human-centered design to drive improvements across teams. You will collaborate with stakeholders and senior leaders to implement journey strategies aligned with business goals.

The role requires strong cross-functional partnership, autonomy, and a focus on delivering measurable customer experience improvements in a hybrid work environment.