CGWS - COME GROW WITH US

Senior Customer Journey Designer

CGWS - COME GROW WITH US

full-time

Posted on:

Location Type: Hybrid

Location: Utah • Utah • United States

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Job Level

Senior

About the role

  • Implement Service Design at Scale
  • Evolve future state journey and service models with a focus on operationalization and performance.
  • Define channel roles, cross channel handoffs, routing logic, and success criteria by segment.
  • Ensure service design decisions reflect capacity realities and economic sustainability.
  • Optimize Lifecycle and Cost to Serve
  • Identify cost to serve drivers across onboarding, adoption, support, education, and renewal.
  • Increase digital resolution and improve channel utilization through intentional orchestration.
  • Partner with Analytics to measure impact on adoption, CSAT, time to value, and cost to serve.
  • Orchestrate and Operationalize Journeys
  • Build triggers, interventions, and workflows using tools such as Pendo, Gainsight, and automation platforms.
  • Operationalize service blueprints in partnership with Support, Education, Knowledge Governance, and Product teams.
  • Contribute to broader journey design initiatives with a strong operational and economic lens.
  • Influence Across the Company
  • Align Product, CX, Support, Marketing, Education, and Data around lifecycle strategies.
  • Frame tradeoffs across experience, complexity, and cost to serve.
  • Provide clear briefs and models that support strong decision making.

Requirements

  • 7+ years in service design, journey design, CX strategy or operations, or a related field.
  • Expertise in journey mapping, service blueprinting, and translating insights into operationalized experiences.
  • Hands on experience with orchestration and analytics tools such as Gainsight, Pendo, or similar platforms.
  • Ability to connect service design decisions to business outcomes, including cost to serve.
  • Proven cross functional influence without formal authority.
  • Clear, structured communication that drives alignment and execution.
Benefits
  • Comprehensive health, life, and disability insurance
  • Generous leave policies that include 4 weeks of vacation, 12 company holidays, parental leave, and volunteer time off so you can enjoy quality of life
  • 401k plans with up to 6% company match
  • $2000 Paid-Paid Vacation bonus
  • EAP through Headspace
  • Check out all our benefits that benefit you
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
service designjourney designjourney mappingservice blueprintingoperationalizationcost to serve analysisdigital resolutionchannel utilizationworkflow automationanalytics
Soft Skills
cross functional influencestructured communicationdecision makingalignmentcollaboration