Experience Journey Mapping Analyst

Experience Journey Mapping Analyst Who We Are: At Farm Bureau Financial Services, we’re more than an insurance company – we’re a team committed to serving our client/members and supporting one another. For more than 85 years, we’ve helped protect the families, homes, vehicles, farms and futures of the people who count on us.

We’re also committed to creating a workplace where employees feel valued, supported and encouraged to grow. Our culture is grounded in integrity, teamwork, passion, service, leadership and accountability, and we take pride in fostering an environment that is welcoming, collaborative and people-focused. What You’ll Do: As an Experience Journey Mapping Analyst you will directly facilitate multiple customer journeys in partnership with business leaders to create exceptional customer experiences (CX) for our clients through the optimization of the end to end client experience from initial awareness, onboarding, and owning and managing their relationship with Farm Bureau Financial Services.

You will also work with business leaders to create exceptional agent experiences (AX) through optimization across the recruiting, contracting and agency growth development experiences. This position requirements include: Will implement the Farm Bureau Financial Services journey mapping framework to help document and analyze current state business processes and client member experiences in order to identify improvements in customer and agent experiences and to optimize our journey strategy.

Direct management and ownership of multiple customer and agent journey mapping projects as identified by the customer and agent experience teams including current and future state journey mapping efforts across all operational and shared serves areas. Gather data on competitors and provide competitive intelligence on customer experience best practices to customer experience leadership, advisors, working group members, project team and other business partners.

Evaluate competitive analysis reports and interpret results to assist in the development of target markets for the business. Present and communicate results to actuarial staff and business partners. Automate and optimize the competitive analysis process and results in an efficient manner including reporting and communication of topics to appropriate audiences across the companies.

What It Takes to Join Our Team: Undergraduate degree in any field required; MBA preferred. 5+ years in marking, digital, or customer experience. Proficient with design thinking and journey mapping. Strong project management and/or Lean Six Sigma principles and methodologies Financial services experience a plus. Must have or obtain skill with all software used within the scope of journey mapping and competitive intelligence processes.

Must have excellent mathematical and analytical ability to be able to analyze and resolve difficult problems. Ability to generate strategic insights from qualitative and quantitative inputs.

What We Offer

We support employees with competitive benefits, thoughtful career development and educational opportunities and, in many positions, the option for a hybrid work arrangement. Our benefits package includes an enhanced 401(k) with company match, low-cost health, dental and vision benefits, and life and disability insurance options.

You’ll also enjoy paid time off, including holidays and volunteer time. Some of our locations even include onsite wellness facilities with fitness classes and programs, daycare centers, cafeterias and more. Farm Bureau...where your career can take root! If you're interested in joining a community where people are appreciated, personal development opportunities are seized and growth is a natural outcome, we invite you to apply today!

Work Authorization/Sponsorship: Applicants must be currently authorized to work in the United States on a full-time basis. We are not able to sponsor now or in the future, or take over sponsorship of, an employment visa or work authorization for this role. For example, we are not able to sponsor OPT status.