Contingent Digital Experience Journey Mapping Lead

Digital Experience Journey Mapping Lead

We are seeking a Digital Experience Journey Mapping Lead to establish and scale journey mapping as a core organizational capability. This strategic leadership role will serve as the subject matter expert for customer journey mapping, helping teams design seamless, customer-centered digital experiences informed by actionable insights. You will partner across UX, content strategy, digital experience, analytics, and research teams to create journey mapping standards, build organizational capability, and ensure customer insights drive experience design and business decisions.
Build and Scale Journey Mapping Capabilities

Establish enterprise-wide standards, frameworks, and governance for customer journey mapping.
Develop scalable processes and best practices for creating, maintaining, and activating journey maps.
Connect journey insights to digital experience design, content strategy, personalization, and performance measurement.
Enable and Coach Teams

Train and mentor UX, content strategy, and digital experience teams on journey-led design principles.
Facilitate workshops and working sessions to build organizational capability.
Create playbooks, templates, and resources that embed journey thinking into everyday workflows.
Drive Customer-Centered Experience Design

Partner with UX, content, research, and digital teams to ensure experiences are designed around customer needs and behaviors.
Translate journey insights into recommendations for content strategy, messaging, design patterns, and personalization opportunities.
Champion a consistent, customer-first approach across digital experiences.
Lead Journey Mapping Tools and Technology

Evaluate and recommend journey mapping platforms and supporting tools.
Partner with analytics, research, and digital teams to operationalize journey mapping solutions.
Support adoption, training, and ongoing optimization of the journey mapping ecosystem.
Influence Strategy Through Customer Insights

Serve as the organization's journey mapping expert across marketing, digital, analytics, research, operations, and customer-facing teams.
Lead cross-functional workshops to identify friction points, moments that matter, and opportunities for improvement.
Ensure customer insights and journey data inform prioritization, planning, and roadmap decisions.
Measure and Evolve the Customer Journey

Integrate qualitative and quantitative research into journey maps.
Define journey-level KPIs and success metrics aligned to business objectives.
Establish processes for continuously updating journey maps as customer needs and insights evolve.
What You'll Bring

Required Qualifications

6+ years of experience in UX, CX, service design, digital strategy, experience design, or a related field.
Proven experience building, leading, or scaling customer journey mapping programs.
Strong facilitation, stakeholder management, communication, and coaching skills.
Experience developing frameworks, methodologies, governance models, or operating models.
Proficiency with journey mapping and collaborative design tools.
Preferred Qualifications

Experience working within complex, cross-functional organizations.
Background in digital experience, content strategy, personalization, or service design.
Experience leveraging customer research, Voice of Customer (VoC) programs, and analytics to drive decision-making.
Demonstrated ability to influence leaders and teams without direct authority.
Benefits: (employee contribution) § Health insurance § Health savings account § Dental insurance § Vision insurance § Flexible spending accounts § Life insurance § Retirement plan All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.