Customer Journey Manager

Time zone
Full Time
Opening date
Closing date
7 Nov 2021

Symetra has an excellent opportunity to join our Strategy Office as a Customer Journey Manager!

About the role

The Customer Journey Manager will facilitate journey mapping workshops, customer validation of journey maps, and develop personas to anchor journey maps; apply customer insights and analytics to journey maps, so they are as detailed as they can be and suggest changes based on customer feedback; and lead efforts to understand what journeys our customers experience, what altitude should be mapped and what journeys matter most.

What you will do

  • Develop in-house customer journey mapping capability that ensures corporate wide consistency and rigor in approach using leading visualization tools and techniques to map customer experiences. Manage an organizational view of customer journey inventory
  • Facilitate current & future customer journey mapping workshops incorporates existing research and analytics on the experience customers have today
  • Build personas based on research that represent our customers today and customers in the future based on emerging trends
  • Lead prioritization efforts for journey mapping and persona focus areas
  • Find and provide recommendations to fix customer problems and improve gain points
  • Validate accuracy of current state and desirability of future state journey and features including developing visualizations
  • Identify key moments in customer journeys, provide listening post recommendations. Drive execution for measuring the effectiveness of experiences as part of a voice of customer (VoC) program
  • Convey and present insights to varying levels of audiences within the organization using storytelling techniques and presentations

What we offer you

We don’t take a “one-size-fits-all” approach when it comes to our employees. Our programs are designed to make your life better—both at work and at home.

  • Flexible work program and telecommute arrangements
  • Wellness program offering employees a variety of resources crafted to assist you in reaching and maintaining your optimum health
  • Plan for your future with our 401(k) plan and take advantage of immediate vesting and company matching up to 6%
  • Paid time away including vacation and sick time, flex days and ten paid holidays
  • Give back to your community and double your impact through our company matching
  • Want more details? Check out our Symetra Benefits Overviewopens a pdf fileopens a pdf file


Who you are

  • Minimum 5 years of progressively responsible qualitative and quantitative customer experience research experience including application of customer journey mapping research, principles, concepts and methodologies around design thinking/human centred design
  • Proven knowledge and understanding of the customer relationship lifecycle, including behavioural journeys and metrics
  • Outstanding facilitation, interpersonal skills, relationship building, organizational, technical, communication and analytical with ability to work effectively in a cross functional team
  • Strong storytelling skills and the ability to influence partners to make informed decisions
  • GED or higher

Work Authorization

Employer work visa sponsorship and support are not provided for this role. Applicants must be currently authorized to work in the United States at hire and must maintain authorization to work in the United States throughout their employment with our company.

We empower inclusion

At Symetra, we embrace and celebrate diverse experiences, identities and perspectives, because lifting each other up fuels thought and creates a stronger, more innovative company. Learn more here.

In a complex industry, we strive for clarity.

Symetra is a dynamic and growing financial services company with 60 years of experience and customers nationwide. In our daily work delivering retirement, employee benefits, and life insurance products, we’re guided by the principles of VALUE, TRANSPARENCY AND SUSTAINABILITY. That means we provide products and services people need at a competitive price, we communicate clearly and honestly so people understand what they’re getting, and we build products that stand the test of time. We work hard and do what’s right for our customers, communities and employees. Join our team and share in our success as we work toward becoming the next national player in our industry.

For more information about our careers visit

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