Customer Journey Manager

JOB INFORMATION

Job Title: Customer Journey Manager Job Code: 130078 Job Grade: 55 JOB SUMMARY

The Customer Journey Manager is responsible for optimizing and elevating the customer experience from start to finish by reviewing, mapping, and improving every stage of the journey. This individual works cross-functionally to champion customer-centric solutions, applies human-centered design principles, and leverages broad expertise in journey mapping and process improvement to deliver measurable enhancements. This role relies on effective collaboration, subject matter expertise, strong influence, analytical acumen, and the ability to lead complex projects across teams. LEVEL OF RESPONSIBILITY

General responsibilities with standardized processes. Works under limited supervision. Resolves routine questions and problems. Refers the more complex issues to higher levels. Follows established procedures to accomplish requirements of job. Some latitude for deviation.

ESSENTIAL FUNCTIONS

Review end-to-end customer journeys to analyze customer behaviors, motivations, and pain points, identifying needs and opportunities for improvement. Lead the creation of journey maps for complex to highly complex customer journeys, ensuring they accurately capture the voice and perspective of the customer. Document customer journey information to support optimization efforts, ensuring consistency across multiple journeys, areas, and promoting best practices. Apply deep expertise in customer journeys and process improvement to implement scalable optimizations across functional groups. Analyze and synthesize customer feedback, identifying trends and opportunities to enhance the experience. Lead processes to intake, act on, and synthesize feedback, accurately reflecting the customer’s voice in all improvement initiatives. Aggregate and prioritize data to uncover large-scale opportunities, informing decision-making for customer experience strategies. Transform insights into actionable recommendations for senior leadership, shaping customer experience roadmaps and long-term strategies. Lead projects to improve customer experiences by defining customer needs and recommending process improvements across multiple journey areas. Develop cost-benefit analyses to assess the impact of proposed improvements, providing insights to sustain project momentum. Monitor and measure the quality of customer journeys using performance metrics such as KPIs, OKRs, and NPS, contributing to the development of relevant metrics. Perform comprehensive reporting on journey performance, providing actionable insights for stakeholders, senior leadership, and executive leadership. Act as a subject matter specialist and decision authority, influencing and shaping optimization efforts through strong journey ownership practices. All other duties as assigned.

Bachelor’s degree in Business, Marketing, Communications, or a related field and minimum of 4 years of experience in marketing, customer experience, journey mapping, process improvement, or a related role.

Experience in customer experience, journey mapping, process improvement, service design, or a related field. Strong customer-first mindset with the ability to identify pain points and improvement opportunities. Ability to analyze customer feedback, data, and trends to develop actionable recommendations. Strong communication and storytelling skills, including presenting insights to executive leaders and stakeholders. Experience working across teams and influencing without direct authority. Ability to manage projects, priorities, and cross-functional work in a dynamic environment. Familiarity with human-centered design, voice of customer, KPIs, OKRs, NPS, or related CX measurement tools. Utility, energy, operations, digital, or customer service experience is a plus. WORKING CONDITIONS

Most work is performed in an office