Responsibilities

• Maintain and evolve living journey maps and service blueprints, ensuring they reflect real product delivery, customer insights, and business priorities.
• Facilitate journey-based working groups to align cross-functional teams on shared outcomes, dependencies, and end-to-end customer success.
• Partner with product squads on high-impact initiatives to frame problems through a journey lens and identify moments that matter.
• Surface and document cross-squad dependencies, handoffs, and risks, helping teams address them earlier in the delivery process.
• Connect qualitative and quantitative insights to journey artifacts, keeping journeys grounded in real customer and usage signals.
• Support adoption of journey-first ways of working by creating lightweight templates, playbooks, and guidance for teams.
• Collaborate with the Journey Management Tiger Team and Design System partners to ensure journey insights inform shared patterns, guardrails, and system evolution.
• Track journey health over time and contribute to quarterly reviews that highlight progress, gaps, and opportunities for improvement.

Qualifications

• 6–8+ years of experience in UX, product, or service design, with 2+ years focused on service design, systems thinking, or journey-level work.
• Strong hands-on experience creating and maintaining journey maps, service blueprints, and ecosystem diagrams.
• Demonstrated ability to operate within complex, cross-functional environments, coordinating across product, design, engineering, research, and operations.
• Experience facilitating workshops, working groups, and alignment sessions with diverse stakeholders.
• Comfort embedding with product teams and influencing outcomes without direct ownership.
• Strong synthesis skills—able to connect research, metrics, and delivery insights into clear journey-level narratives.
• Excellent visual communication skills and fluency with tools like Figma, FigJam, Miro, or similar.
• Pragmatic mindset: able to balance rigor with speed and adapt artifacts to real delivery constraints.
• Clear communicator with the ability to build trust and momentum across teams.

Bonus

• Experience in B2B SaaS or enterprise software.
• Familiarity with GTM, sales, or workflow systems.
• Exposure to AI-driven or automated service experiences.