We're Mobilitas, a commercial insurance company created by CSAA Insurance. Our mission is to reinvent commercial insurance in the mobility space by providing technologically advanced solutions for today's way of doing business. At Mobilitas, we believe in what's possible, we use our inventive skills to create new opportunities - we're not chasing the status quo, we're chasing a shared vision. We're looking for motivated, innovative individuals who think big, move fast and are dedicated to creating a company from the ground up, without the constraints of a traditional insurance company. We're excited to push the boundaries of commercial insurance and are looking for enthusiastic team members to help us reimagine insurance. We are actively hiring for an Associate Customer Experience Journey Owner.
Your Role: The Associate Customer Experience Journey Owner will help develop, deploy, and maintain a purposeful and cohesive overarching customer experience. This role will report to the Senior Manager of Customer Experience Strategy and will be responsible for the design, execution, and improvement of the customer experience for all groups, which includes brokers, agents, policyholders, partners, claimants, and internal stakeholders. A successful incumbent in this role will advocate for all groups by utilizing customer journey maps, coordinating analysis, interpreting insights, and leading initiatives to continually evolve and improve the customer's experience. This role will need to identify unique issues/improvements, utilize Design Thinking and Agile methodologies, and apply business acumen, and improvement techniques to manage projects from ideation to full-scale implementation.
Your work:
Understanding of champion living customer journey map(s), dashboards, and related data and models.
Ensure end-to-end journey(s) and programs are in alignment with the company's strategy and best practices in CX.
Monitor, refine, and optimize the phases of the customer journey.
Monitor market research and industry trends, commission new research, coordinate data analysis, interpret insights, and use data to provide strategic direction for initiatives.
Assist in identifying and obtaining needed tools, training, resources, and best practices from outside the company to enhance customer experience function.
Define, raise awareness, and advance the customer journey(s) and opportunities to enhance the customer experience across the organization.
Develop and maintain a thorough understanding of the company's business plan, key business drivers and stakeholders, and new and ongoing initiatives.
Track program contributions to relevant KPIs such as net promoter score, retention, growth and expense savings.
Required Experience, Education and Skills
5+ years experience in a cross-functional role in a strong customer-driven culture
2+ years experience in discipline(s) such as customer insights, CX design, product management/development, marketing strategy or related field
Bachelor's degree in related area or an equivalent combination of education and experience
Understanding and knowledge of customer journey work
Must demonstrate extensive experience doing hands-on analysis and strategic thinking, with ability to convey analytic findings into strategic implications and actionable recommendations
Experience in market tests and research
Familiarity with multiple types of consumer data and insights (survey, behavioral, demographic, qualitative) to aid customer focus and representing the customer problem
Exceptional written and oral communication, relationship-building, presentation and project management skills
Ability to translate concepts and ideas into tactical plans
Ability to achieve business goals by applying strong judgment, creativity and technical know-how to program management
Ability to collaborate and influence internal and external business partners to resolve issues, gain needed information and influence outcomes
Critical thinking skills, with ability to discern between best theoretical solutions and best realistic solutions
Experience working in a B2B2C environment
Experience is insurance, financial services or other regulated industries
What would make us excited about you?
Quick learner on complex and nuanced issues and the insurance industry
Independent, strategic thinker who fosters curiosity, creative-thinking and continual process improvement
Results-oriented; ability to work in a fast-paced, dynamic environment
Expertise in customer experience and marketing business environment
Strong business acumen and political savvy
Actively shapes our company culture (e.g., participating in employee resource groups, volunteering, etc.)
Lives into cultural norms (e.g., willing to have cameras when it matters: helping onboard new team members, building relationships, etc.)
Travels as needed for role, including divisional / team meetings and other in-person meetings
Fulfills business needs, which may include investing extra time, helping other teams, etc
CSAA IG/Mobilitas Careers
At CSAA IG/Mobilitas, we're proudly devoted to protecting our customers, our employees, our communities, and the world at large. We are on a climate journey to continue to do better for our people, our business, and our planet. Taking bold action and leading by example. We are citizens for a changing world, and we continually change to meet it.
Join us if you
BELIEVE in a mission focused on building a community of service, rooted in inclusion and belonging.
COMMIT to being there for our customers and employees.
CREATE a sense of purpose that serves the greater good through innovation.
Recognition: We offer a total compensation package, performance bonus, 401(k) with a company match, and so much more. Read more about what we offer and what it is like to be a part of our dynamic team at
In most cases, you will have the opportunity to choose your preferred working location from the following options when you join us: remote, hybrid, or in-person. Submit your application to be considered. We communicate via email, so check your inbox and/or your spam folder to ensure you don't miss important updates from us. If a reasonable accommodation is needed to participate in the job application or interview process, please contact
As part of our values, we are committed to supporting inclusion and diversity. We actively celebrate colleagues' different abilities, sexual orientation, ethnicity, and gender. Everyone is welcome and supported in their development at all stages in their journey with us.
We are always recruiting, retaining, and promoting a diverse mix of colleagues who are representative of the U.S. workforce. The diversity of our team fosters a broad range of ideas and enables us to design and deliver a wide array of products to meet customers' evolving needs.
CSAA Insurance Group/Mobilitas is an equal opportunity employer.
The national average salary range for this position is $116,820-$129,800. However, we have a location-based compensation structure. Our salary ranges vary and are calculated based on county of residence. The full salary range for this position across all the states we hire in is $105,120-$155,800. This role also includes an opportunity for a company-wide annual discretionary bonus, through our Annual Incentive Plan (AIP), of up to 10% of eligible pay.
If you apply and are selected to continue in the recruiting process, we will schedule a preliminary call with you to discuss the role and will disclose during that call the available salary/hourly rate range based on your location. Factors used to determine the actual salary offered may include location, experience, or education.
Please note we are hiring for this role remote anywhere in the United States with the following exceptions: Hawaii and Alaska.
Must have authorization to work indefinitely in the US.