CX Journey Owner

Job Summary

This position owns specific customer (which could include customer, agent, or other constituent groups) journeys end-to-end and is accountable for their performance. The role delivers initiatives to improve journey effectiveness and enhance customer satisfaction by applying human-centered design principles. The position manages collaborative relationships with stakeholders, including peers and project teams, to analyze customer interactions, identify opportunities for improvement, and optimize the overall journey. The role is an individual contributor who works independently with moderate guidance while applying insights to deliver customer journey initiatives.

Candidate qualifications may be reviewed against the requirements for the associated levels of this position's core function.  Based on experience, may be considered at the higher salary grade within the career path.

• CX Journey Owner, SG 36
• Sr. CX Journey Owner, SG 37

Essential Job Functions

• Reviews customer journeys end-to-end to understand behaviors, motivations, and pain points. Identifies customer needs and opportunities for improvement. Creates journey maps for moderately complex journeys using human-centered design principles. Documents customer journey information to support optimization efforts and ensure consistency across initiatives. Applies working knowledge of customer journeys and process improvement to execute optimizations.
• Gathers and analyzes customer feedback to identify trends and opportunities for improvement across the customer journey. Executes processes to intake, act on, and synthesize feedback to accurately reflect the voice of the customer. Interprets data and generates insights that inform customer experience improvements. Translates findings into actionable recommendations and communicates them to more senior stakeholders for incorporation into customer experience roadmaps and strategies.
• Executes projects to improve customer experiences by defining customer needs and recommending process improvements for assigned journeys. Applies human-centered design principles to propose solutions that address customer needs. Contributes to developing cost-benefit analyses to evaluate the impact of improvements and provides insights to build project momentum. Recognizes project integration points and collaborates with stakeholders to ensure alignment. Manages stakeholder relationships across functions to support objectives, gather input, and assist in defining project scope, timelines, and deliverables.
• Monitors and measures the quality of assigned customer journeys using KPIs, OKRs, rNPS, tNPS and other performance metrics. Performs detailed reporting on journey performance for owned journeys. Executes continuous improvement processes to address inefficiencies, improve performance metrics, and enhance customer experience. Aligns improvement efforts with broader business objectives to achieve key performance targets.
• Supports customer experience optimization by applying working knowledge of customer journey ownership. Serves as a thought partner to support optimization efforts though sound analytical practices. Helps stakeholders understand the benefits of customer experience improvements while encouraging customer centric-approaches. Communicates with clarity, confidence, and tactical relevance while promoting the adoption of customer experience perspectives.
• Seeks opportunities to expand customer journey ownership skills by staying informed on trends, tools, and best practices in customer experience. Sets clear and actionable development plans for self to continually strengthen, deploy, and improve core competencies. Builds knowledge of the business, company, and customers. Shares knowledge and skills with team to support collective learning and growth. Performs other duties as assigned.

Experience Requirements

• Minimum three years of experience required in customer experience management, journey mapping, and applying human-centered design principles.
• Experience with project leadership and project /execution required.

Education Requirements

• High School Diploma or equivalent required.
• Bachelors degree preferred.

Additional Qualification

• Strong verbal communication and listening skills.
• Demonstrated written communication skills. E
• Effective interpersonal skills.
• Able to influence outcomes through relationship management and collaboration with stakeholders.
• Demonstrated analytical skills.
• Able to apply sound business and P&L acumen to evaluate impact of customer experience initiatives and align them with business objectives.
• Demonstrated time management and priority setting skills.
• Demonstrated project management skills.
• Able to apply competent project management skills to coordinate tasks, manage stakeholders and timelines, and support completion of project activities.
• Seeks to acquire knowledge in area of specialty.
• Possesses working knowledge of customer experience, journey ownership, human-centered design, and related principles.
• Possesses strong technical aptitude.
• Proficient with Microsoft Office suite.
• Proficient with Microsoft Office suite.
• Competent with CRM systems, journey mapping systems, analytics platforms, and project management tools.
• Able to learn and adapt quickly to new technologies.
• Develops and delivers effective presentations.

Physical Actions