More than 35 years ago, SelectQuote was founded on one core promise: to help our customers protect the people they value most. We pioneered the way consumers shopped for term life insurance, and now, we also help people find home insurance, auto insurance, senior health insurance and more. Our quick and easy process saves consumers both time and money, and today, more than 2 million families trust us to help them with their insurance needs.

But what truly sets us apart is our people, and the opportunities to grow your career with SelectQuote are unmatched.

The CX Journey Manager will play a key role in enhancing the digital journey for prospects and customers by optimizing customer touchpoints. You will be responsible for continuously evaluating and refining the digital consumer journey to ensure a frictionless and engaging experience.  This role identifies inconsistencies, pain points, and optimization opportunities through structured audits, with the goal of optimizing the overall user experience and driving positive business outcomes. Drives A/B testing to optimize digital consumer journeys and manages these initiatives through ensuring development, analysis and conclusion are manifested.  This role focuses on enhancing conversion, engagement, and customer satisfaction by optimizing the end-to-end customer journey through data-driven insights.

Supervisory Responsibilities: 

• This position has no direct supervisory responsibilities. 

Essential Duties and Responsibilities: 

• Map and evaluate customer journeys across web, mobile, and other digital channels to identify friction points and improvement opportunities.
• Leverage digital analytics tools (e.g., Google Analytics, FullStory) to track user behavior and identify drop-off points.
• Ensure consumer journey audits align with company objectives and regulatory requirements.
• Responsible for identifying, analyzing, and improving key consumer touchpoints across all marketing and sales interactions.
• Conduct A/B and multivariate testing across digital and offline touchpoints to improve engagement and conversion rates.
• Collaborate with marketing, sales, and product teams to refine customer experience strategies.
• Ensure consistency in brand messaging and customer interactions across channels.
• Use insights from surveys, user testing, and analytics to optimize digital touchpoints and improve user satisfaction. 
• Conduct competitive research to understand digital sales best practices to inform interface testing.
• Present findings and recommendations to senior leadership to drive customer experience enhancements.

Skills/Abilities: 

• Strong problem-solving skills and ability to translate data into actionable improvements.
• Expertise in journey mapping tools (e.g., Miro, Lucidchart) and testing platforms (e.g., Optimizely, Adobe Target).
• Strong analytical mindset with experience in A/B testing and data interpretation, with experience in performance marketing and marketing analytics.
• Highly-organized, detail-oriented with the ability to work under pressure and meet deadlines while managing multiple concurrent tasks
• Problem-solving mindset and ability to prioritize tasks.
• Strong understanding of digital marketing, customer experience (CX) principles, and user experience (UX) design.
• A visionary approach, constantly pushing for innovation and leveraging emerging marketing technologies to enhance the customer experience.
• Owner Operator mentality 
• In office Presence:  3-4 days in office is required for this role.

Education and Experience:  

• Bachelor's degree required
• 5+ years of experience in customer journey optimization, UX research, or marketing analytics required
• Minimum of 3 years of experience in e-commerce and digital marketing / DCX
• Experience with analytics tools, session replay software, and journey mapping platforms.

Physical Requirements: 

• Work is performed indoors with potential for exposure to safety and health hazards related to office work. Could periodically travel to other office and operational sites.  The noise level in the work environment is usually moderate.
• Prolonged periods of sitting at a desk and working on a computer.

SelectQuote Core Values: 

Service: We create positive customer experiences. 

Entrepreneurship: We create innovate & take risks. 

Leadership: We build & invest in high-performing teams. 

Empowerment: We embrace a changing environment. 

Courage: We challenge the status quo & drive continuous improvement.

Teamwork: We help support & celebrate each other.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.