Senior Journey Architect

Design journeys backward from business outcomes to meaningful customer actions, audiences and engagement tactics. Map each cohort's intended path, timing…

Decide which steps are self-serve, AI-assisted or human-led, and define the handoffs between them. Design across in-product guidance, email, events and community…

Build service blueprints with Customer Experience (CX) Operations, documenting the people, systems, data, content and handoffs behind each touchpoint. Give every step a trigger…

Write journey specifications covering steps, triggers, audiences, channels, content, handoffs and metrics. Set build plans…

Experience in customer journey design, service design or digital customer success.

A track record of turning journey designs into launched programs with measurable outcomes.

Hands-on experience building service blueprints and designing handoffs between digital and human teams.

Working knowledge of journey orchestration, in-app guidance and marketing automation platforms.