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.

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.

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

Senior Customer Journey Designer

Key skills