Job Information
Thrivent Financial Senior Customer Journey Strategist in Minneapolis, Minnesota
As a Sr. Customer Journey Strategist, your task is to understand the intricate paths current customers take and future clients want to take when interacting with Thrivent, to identify pain points, understand gaps, and advise the enterprise on creating seamless, delightful journeys. The ideal candidate will have a deep understanding of customer behavior in financial services as well as a proven track record of developing a data-driven, evergreen atlas of end-to-end customer journeys; championing an enterprise-wide, unified approach to customer experience excellence; and supporting action to build customer loyalty and drive growth.
This role can be remote within the United States
Job Duties and Responsibilities
Create and maintain evergreen end-to-end customer journey atlas for current- and future-state market segments.
Create current- and future-state customer personas to support prioritized creation of end-to-end journey atlas.
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.
In partnership with Analytics team, establish metrics to understand and track journey health.
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. Shapes and/or supports a culture that represents the Thrivent purpose, promise and values, ensuring that Thrivent’s trust and reputation remain strong with its clients.
At all levels of the organization through senior leaders, this role will educate, socialize, engage, and drive adoption of customer experiences and customer journeys. To do so, they will
Interpret or explain data or information to deliver messages not knowledgeable about the subject matter,
Adapt communication style and use persuasion in delivering complex messages clearly and simply,
Develop communication strategies to persuade, resolve conflicts, inspire action and manage divergent audience perspectives.
Qualifications and Skills
Required:
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:
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.
Pay Transparency
Thrivent’s long-term growth depends on attracting, rewarding, and retaining people who are committed to helping others thrive with purpose. We accomplish this by offering 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 $115,224.00 - $155,891.00 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 is unique in our commitment to helping people to be wise with money and live balanced and generous lives. That extends to our benefits.
The following benefits may be offered: various bonuses (including, for example, annual or long-term incentives); medical, dental, and vision insurance; health savings account; flexible spending account; 401k; pension; life and accidental death and dismemberment insurance; disability insurance; supplemental protection insurance; 20 days of Paid Time Off each year; Sick and Safe Time; 10 paid company holidays; Volunteer Time Off; paid parental leave; EAP; well-being benefits, and other employee benefits. Eligibility for receipt of these benefits is subject to the applicable plan/policy documents. Thrivent’s plans/policies are subject to change at any time at Thrivent’s discretion.
Thrivent 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 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 human.resources@thrivent.com or call 800-847-4836 and request Human Resources.
At Thrivent, we believe money is a tool, not a goal. Driven by a higher purpose at our core, we are committed to providing financial advice, investments, insurance, banking and generosity programs to help people make the most of all they’ve been given. At our heart, we are a membership-owned fraternal organization, as well as a holistic financial services organization, dedicated to serving the unique needs of our customers. We focus on their goals and priorities, guiding them toward financial choices that will help them live the life they want today—and tomorrow.
For over 100 years, Thrivent has been helping people build their financial futures and live more generous lives. Today, it’s a Fortune 500 company that offers a full range of expert financial solutions, serving more than 2 million customers, as well as the communities in which they live and work.
Thrivent fosters a diverse workforce to serve our diverse clientele, reflecting a wide range of backgrounds and experiences. If you’re intrigued about our work and the possibility of becoming part of it, we invite you to visit Thrivent.com to learn more. You won’t just build a career; you’ll be part of an organization focused on growing, innovating, and serving.
