Sarah Finch

Sarah Finch is a customer experience and journey management leader with over a decade of experience designing and optimizing end-to-end customer and employee experiences. She specializes in human-centered design, behavioral science, and data-driven strategy, helping organizations translate customer insights into meaningful, measurable outcomes. Her work integrates qualitative and quantitative research, behavioral science frameworks, and test-and-learn methodologies to uncover pain points and drive improvements across the customer lifecycle.

Currently a Director of Journey Management (CX), Sarah leads efforts to identify cross-functional initiatives that align teams around customer-centric transformation, drawing on deep expertise in journey mapping and assessment, research synthesis, and workshop facilitation. She is known for building and scaling journey management disciplines and has played an active role in talent development, creating and delivering presentations on influence, applied behavioral science, and the role of emotion in shaping customer decisions.

Prior to focusing on journey management, she managed large, regionally distributed books of business and advised employers ranging from 100 to over 10,000 employees. Her career spans progressive roles across the insurance and employee benefits industry, including Prudential, Symetra, and LifeMap, providing her with a deep understanding of customer needs, operational realities, and the intersection between experience design and business outcomes.

Sarah holds a Bachelor of Science in Social Services from Central Washington University, where she graduated with honors in just three years and published undergraduate research. She also holds the Elevate Customer Journeys certification from Forrester and is a Group Benefits Disability Specialist (GBDS).

Born and raised in the Pacific Northwest, Sarah lives with her husband, young daughter, three rescue dogs, a rescued guinea pig, and a rotating crew of foster animals. She is passionate about animal welfare, human rights and equality, and enjoys cooking for others, wine tasting, off-roading, and exploring the world with her family. She values honesty, transparency, and creating inclusive, people-first experiences in both her personal and professional life.