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Senior Customer Journey Strategist

2 months ago

Minneapolis, Minnesota, United States Thrivent Financial Full time
Customer Journey Strategist

Thrivent Financial is seeking a highly skilled Customer Journey Strategist to join our team. As a key member of our organization, you will be responsible for developing and implementing customer journey strategies that drive business growth and customer satisfaction.

Key Responsibilities:
  • Develop and maintain evergreen end-to-end customer journey atlases for current- and future-state market segments.
  • Create current- and future-state customer personas to support prioritized creation of end-to-end journey atlases.
  • Artfully integrate empathy mapping, experience mapping, service blueprinting, journey mapping, and operational data to build most complete and impactful views of holistic customer experience.
  • Collect and analyze customer data using primary and secondary research to inform journey articulations.
  • Identify pain points, delighters, and moments that matter in the customer journey.
  • Empower customer-centric action across all levels of the enterprise by educating on and championing incorporation of journey insights into near- and long-term strategic prioritization.
  • Represent and socialize end-to-end customer journey knowledge across the enterprise at all levels – individual contributor through senior leader.
  • Collaborate with cross-functional teams to ensure consistency and alignment of customer journey across all touchpoints that reflects Thrivent's Experience Principles.
  • Advise across enterprise to optimize points of measurement, subject areas of measurement, and prioritized action to power growth driven by improved client experience.
  • Establish metrics to understand and track journey health in partnership with Analytics team.
  • Stay updated on industry trends and best practices related to customer experience and journey mapping.
  • Model Thrivent's leadership competencies – courage, collaboration, and commitment by demonstrating resiliency, working together to make the best decisions, and holding yourself and others accountable.
  • Support and/or develop an environment in which Thrivent employees and colleagues are focused on continuous improvement, exceptional employee engagement, and an unwavering commitment to our clients.
  • Shape and/or support a culture that represents the Thrivent purpose, promise, and values, ensuring that Thrivent's trust and reputation remain strong with its clients.
Requirements:
  • Bachelor's or equivalent work experience in social sciences, human-centered design, design thinking, user experience, or customer experience.
  • Extensive experience in customer lifecycle management, journey mapping, service blueprinting, or related roles.
  • Demonstrated knowledge of and experience conducting qualitative research, e.g. interviews, ethnography, focus groups.
  • Demonstrated knowledge of and experience conducting quantitative research.
  • Advanced ability to tailor key insights and messages appropriately for audience (senior leader, line manager, etc.).
  • Advanced ability to communicate effectively at all levels, from individual contributors to senior leaders.
Preferred Qualifications:
  • Demonstrated business acumen with 7+ years of experience working within financial services, investments, or insurance industries.
  • Demonstrated experience of secondary research resources and methodologies.
  • Advanced skills in Microsoft Excel and PowerPoint.
  • Strong attention to detail, excellent organizational, planning, and problem-solving skills.
  • Able to work with a sense of urgency on multiple projects at the same time.
  • Demonstrated ability to work independently, within a stated objective.
  • Advanced project management skills.
What We Offer:

Thrivent Financial offers a wide variety of market-competitive compensation programs to attract, reward, and retain top talent. The applicable salary or hourly wage range for this full-time role is $115,891.00 per year, which factors in various geographic regions. The base pay actually offered will be determined by a variety of factors including, but not limited to, location, relevant experience, skills, and knowledge, business needs, market demand, and other factors Thrivent deems important.

Thrivent Financial provides Equal Employment Opportunity (EEO) without regard to race, religion, color, sex, gender identity, sexual orientation, pregnancy, national origin, age, disability, marital status, citizenship status, military or veteran status, genetic information, or any other status protected by applicable local, state, or federal law. This policy applies to all employees and job applicants.

Thrivent Financial is committed to providing reasonable accommodation to individuals with disabilities. If you need a reasonable accommodation, please let us know by sending an email to or call and request Human Resources.