FBS - CX Journey Owner

Full Job Description

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.

Requirements

About The Role

As a CX Journey Owner, you’ll help shape and continuously improve end-to-end customer experiences. You’ll partner across business, design, marketing, analytics, and technology teams to understand customer behaviors and pain points, build meaningful journey maps, and turn data and customer insights into actionable opportunities.

This role goes beyond documenting customer journeys. You’ll stay connected throughout the lifecycle of initiatives, from understanding the current experience and defining future-state journeys to monitoring outcomes and identifying opportunities for ongoing optimization.

You’ll bring together Customer Experience expertise, strategic thinking, analytics, and business acumen to help ensure customer-focused initiatives can also support meaningful business outcomes. The formal role is an individual-contributor position with ownership of assigned customer journeys and their performance.

What You'll Do

• Own and evaluate end-to-end customer journeys, identifying customer needs, behaviors, pain points, and opportunities for improvement.
• Create and maintain customer journey maps and supporting documentation using human-centered design principles.
• Partner with cross-functional teams and assigned squads to define current and future-state experiences and translate insights into actionable improvements.
• Gather and analyze customer feedback and data, identify trends, and turn findings into clear recommendations for CX roadmaps and strategies.
• Stay engaged after initiatives launch, helping monitor results and drive continuous optimization of the customer experience.
• Track journey effectiveness using performance measures such as KPIs, OKRs, rNPS, tNPS, and other relevant metrics, connecting CX improvements with broader business objectives.
• Support CX initiatives by defining customer needs, recommending process improvements, identifying integration points, and collaborating with stakeholders on project scope, timelines, and deliverables.
• Use analytical thinking and business insight to connect customer needs with opportunities related to campaigns, sales, digital experiences, and other business initiatives.
• Act as a collaborative thought partner, helping stakeholders understand and adopt customer-centric approaches.

Requirements

• 3+ years of experience in Customer Experience, customer journey mapping, and/or related experience applying human-centered design principles.
• Strong understanding of Customer Experience, journey ownership, journey mapping, and continuous improvement.
• Strong analytical and strategic mindset, with the ability to interpret data, connect insights, and translate findings into actionable recommendations.
• Solid business acumen and ability to connect CX initiatives with business objectives and impact.
• Strong verbal, written, presentation, and interpersonal communication skills.
• Demonstrated ability to collaborate with and influence cross-functional stakeholders.
• Project management skills, including the ability to coordinate activities, priorities, stakeholders, and timelines.
• Working knowledge of analytics platforms, journey-mapping systems, CRM systems, and project management tools.
• General understanding of digital product/design and technology environments, with the ability to collaborate effectively with designers and developers.
• Bachelor’s degree preferred; high school diploma or equivalent required.
• Experience in insurance or financial services is preferred.
• Ability to work effectively as an individual contributor.
• Fluent English required.

Benefits

Competitive compensation and benefits package:

• Competitive salary and performance-based bonuses
• Comprehensive benefits package
• Career development and training opportunities
• Flexible work arrangements (remote and/or office-based)
• Dynamic and inclusive work culture within a globally renowned group
• Private Health Insurance
• Pension Plan
• Paid Time Off
• 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.