Manager, Customer Experience (CX) & Journey Design
Core
Bridge data-driven customer insights with real-world journey improvements to elevate end-to-end customer experience in Insurance.
Role type
Manager, Customer Experience & Journey Design
Builds
Future-state customer experiences, CX workstreams, and measurable initiatives improving NPS and satisfaction.
Domain
Insurance / Customer Experience
Deliverable
dashboards & analysis
Required skills
Journey mapping, service blueprinting, NPS analysis, stakeholder engagement, change management, CX platform management, vendor coordination, Generative AI tools, survey/VoC platforms, dashboard tools, advanced Excel
Preferred skills
Financial Services or Insurance experience, Generative AI for data synthesis
Technologies
Qualtrics, Power BI, Generative AI tools
Responsibilities
Execute end-to-end journey mapping and service blueprinting; Conduct CX diagnostics using NPS and journey analytics; Drive specific CX workstreams to improve NPS; Align cross-functional teams on execution dependencies; Manage day-to-day CX platforms and vendor coordination.
Seniority
Manager, hands-on IC
