Customer Experience Manager

Job Title: Digital Experience Journey Mapping Lead

Location: Atlanta, GA

Duration: 12+ Months contract (Possible extensions)

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.

Responsibilities:

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.
• 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.

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.

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.

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.

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.