Agency: Future Experience Manager (Hybrid)

State Farm is transforming. Our Next Gen Good Neighbor vision is clear: faster, simpler, more personal. Delivering on that promise takes strong business strategy, experience thinking, design, and technology working together — and a clear view of how the experiences agents and their teams rely on should evolve across both individual workflows and the broader platform. Agency Channel Performance brings together business priorities, distribution strategy, experience, technology, and field execution to strengthen the agent distribution channel. This role will help define what better should look like for agents and their teams — developing future-state journeys and workflows while also shaping the shared capabilities, experience patterns, and principles that need to work consistently across them. This is a forward-looking experience leadership role for someone who can move comfortably between the journey and the system. You will bring together Agency business outcomes, the realities of the independent contractor agent model, agent and team member needs, research, current-state realities, and experience principles to develop clear points of view about how work should evolve. You will partner closely with Experience Design, Product, Technology, and other teams to make those future states tangible, connected, and actionable as the unified platform evolves.

Builds and leads a high-performing team focused on future-state experience work, providing clear direction, coaching, and accountability.  Leads development and evolution of future-state agent and team member experiences across priority journeys, workflows, and shared platform capabilities.  Synthesizes agent and team member needs, intended business outcomes, research, Agency operating context, and relevant current-state realities to establish clear future-state experience direction. Analyzes complex or ambiguous inputs to establish clear experience implications, points of view, and recommendations. Develops future-state journey and workflow models, experience concepts, principles, patterns, frameworks, and reusable guidance that make the intended future state clear and actionable. Shapes future-state experiences to simplify complexity, reduce friction, and create greater coherence across systems, channels, and touchpoints.  Identifies recurring needs across journeys and the shared platform experiences and capabilities needed to support intended journeys and workflows.  Defines experience approaches for how people, digital experiences, AI, automation, and emerging technologies should work together across journeys and workflows. Partners closely with Experience Design, Product, Technology, and business partners to translate future-state direction, understand platform and business implications, and inform experience trade-offs. Facilitates workshops and uses research, testing, pilots, prototypes, and other evidence to evaluate options and refine experience direction while remaining anchored to established business outcomes and success measures.  Communicates future-state experiences and recommendations through clear stories and visualizations and leads and develops team members supporting future-state experience work.

Experience leading work in experience strategy, service design, journey design, workflow design, experience architecture, human-centered design, digital transformation, or a related field. Strong business acumen and demonstrated ability to connect experience decisions to intended business outcomes. Ability to understand complex operating models, including distributed sales or service environments and users with meaningful autonomy. Strong systems thinking and demonstrated ability to move between individual journeys and workflows and the shared capabilities, patterns, and principles that connect them. Strong understanding of user experience design and how experience direction intersects with business, Product, Technology,