Job Summary
• The Digital Experience Journey Mapping Lead is a strategic, hands-on expert responsible for establishing and scaling journey mapping as a core organizational capability. • This role acts as the SME who guides experience design, content strategy, and digital teams in designing customer-centric experiences grounded in journey insights. • They will define standards, build methodologies, mentor teams, and recommend the tools and technology needed to embed journey mapping into daily workflows.
Job Duties
1. Journey Mapping Leadership & Framework Development • Establish the enterprise-wide standards, methodology, and governance for customer journey mapping. • Build scalable, repeatable processes that teams can use to design, maintain, and activate journey maps. • Create frameworks that connect journey insights to end-to-end digital experience design, content strategy, personalization, and performance metrics.
2. Upskill and Enable Experience Design & Content Strategy Teams • Train and mentor content strategists, UX designers, and digital partners on journey-led experience design. • Facilitate workshops and hands-on coaching to elevate team capability. • Provide best practices, templates, and playbooks to embed journey thinking across digital work.
3. Guide Experience Design Using Journey Insights • Partner with UX, content, research, and digital experience teams to ensure experiences are intentionally designed based on journey understanding. • Translate journey findings into recommendations for content structure, design patterns, message sequencing, and personalization triggers. • Ensure all digital experiences align to a clear, customer-first journey narrative.
4. Technology & Tools Strategy (Non-IT) • Evaluate and recommend journey mapping platforms and supporting solutions for visualization, collaboration, and activation. • Partner with analytics, research, and digital experience teams to select and operationalize the right tools. • Maintain the journey mapping tools ecosystem and ensure teams are trained and supported in using it.
5. Cross-Functional Alignment & Influence • Serve as the organization’s journey mapping SME across marketing, digital, research, content, operations, analytics, and customer teams. • Lead cross-functional workshops to identify friction points, moments that matter, and opportunity areas. • Influence roadmaps and planning by ensuring customer insights and journey data inform prioritization.
6. Insights Integration & Measurement • Collaborate with analytics, VOC, and research partners to incorporate quant + qual insights into journey maps. • Define journey-level KPIs and success metrics aligned with business goals. • Build processes to continuously update journey maps as new insights surface.
Minimum Requirements
• 6–10+ years in UX, CX, digital strategy, service design, or experience design. • Demonstrated leadership in building or scaling journey mapping programs. • Exceptional facilitation, communication, and coaching skills. • Experience developing frameworks, standards, or operating models. • Proficiency with journey mapping and collaborative design tools. |