Lead Customer Journey Owner

Capgemini is seeking a highly motivated and detail-oriented Lead Cx Journey Owner for a top 10 US Insurance Carrier.

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.

Role Description

This position owns multiple customer journey areas end-to-end and holds decision authority for their performance.
The role leads initiatives to enhance journey effectiveness and customer satisfaction by applying human-centered
design principles. The position manages collaborative relationships with stakeholders, including project teams and
senior and executive leadership, to ensure implementation of journey strategies that align with broader business
objectives. The role is an individual contributor who operates with significant autonomy while leveraging broad
expertise to deliver customer journey initiatives across functions.

Analyzes Customer Journeys: Evaluates behaviors, motivations, and pain points to identify customer needs and improvement opportunities.

Creates Journey Maps: Designs complex journey maps using human-centered design principles to support optimization and ensure consistency.

Synthesizes Feedback: Aggregates customer feedback from various areas to identify trends, prioritize improvements, and reflect the voice of the customer.

Develops Actionable Recommendations: Transforms insights into recommendations for senior stakeholders, shaping customer experience strategies and roadmaps.

Leads Improvement Projects: Defines customer needs, recommends process improvements, and collaborates with stakeholders to align efforts and drive execution.

Measures Journey Quality: Uses KPIs, OKRs, rNPS, tNPS, and other metrics to assess performance and provide insights for continuous improvement.

Aligns with Business Objectives: Strategically aligns customer experience improvements with broader business goals to achieve key performance targets.

Optimizes Customer Experience: Influences and drives optimization efforts through subject matter expertise and strong journey ownership.

Mentors Team Members: Acts as a resource for mentoring and coaching less experienced colleagues, promoting peer learning and team development.

Stays Updated: Advances expertise in customer experience and journey ownership, keeping up with trends, tools, and best practices.

Critical Skills

• Experience in Insurance or Financial Industry
• Bachelor's Degree
• +7 years of experience in customer experience management, journey mapping, and applying human-centered design principles.
• Experience developing communication plans to align messages to audiences, determined ideal sequencing of communications and leverages appropriate communication vehicles.
• Customer experience management 
• Applying human-centered design principles
• Excellent communication skills to manage different type of stakeholders'
• Data Analysis
• Experience coaching and maturing teams

Software or Technical Skills

• Microsoft- able to create and develop executive level PPTs
• CX journey mapping tools is a plus

This position comes with 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 reknowned group
6. Private Health Insurance
7. Pension Plan
8. Paid Time Off
9. Training & Development

About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.