Stuart King

Senior Customer Experience Specialist @Allianz

Minneapolis, MN, US

Lead Architect • CX Strategy & Journey Management, TheyDo journey maps and atlases, embedding metrics, insights, and prioritization logic to support journey owners. • Designed and implemented the CX taxonomy and content model used across journeys for consistent tagging, structure, and reporting. • Built Forrester-aligned CX scoring models to evaluate initiatives by impact, effort, and strategic fit. • AI automation and prompt engineering, insight ingestion and document processing • AI agent and workflow design and buildCX Research & Insight Integration • Developed and trained an AI system to extract and format insights from Voice of the Customer (VOC) data and research reports. • Integrated these insights directly into TheyDo, enriching journey visibility and informing prioritization. • Conducted heuristic evaluations and synthesized quantitative/qualitative data to align CX strategy with user needs.Process & Systems Design • Created current and future state process flows in Miro to support service blueprinting and CX storytelling. • Built custom-coded SharePoint backlog tools, enabling dynamic initiative tracking, filtering, and prioritization views.CX Operations & Execution • Authored detailed requirements documentation tied to journey-based initiatives and solution design. • Maintained a centralized initiative tracking system to align delivery teams and ensure roadmap execution. • Translated metrics and behavioral insights into actionable CX roadmap decisions.

University of Wisconsin-Stout

Bachelor of Science - BS