Senior Service Designer / Journey Management Specialist - Atlanta, GA (100% Onsite 5 Days/Week) - C2H

Job Title: Senior UX Designer / Journey Management Specialist / Senior Service Designer

Location: Atlanta, GA (100% Onsite 5 Days/Week)

Duration: 6+ Months Contract (Contract-to-Hire / Extension Possible)

Job Description:

We are seeking an experienced Senior UX Designer & Journey Management Specialist to lead the design of intuitive, high-quality enterprise products and customer experiences. This role combines User Experience (UX), Service Design, Customer Journey Mapping, and Change Management to drive the adoption of JourneyTrack and AI-enabled journey management practices across the organization.

The ideal candidate will bridge the gap between customer insights, business objectives, and product design, translating research and journey data into impactful digital experiences and operational workflows.

Key Responsibilities

• Lead and facilitate Journey Management and Service Design workshops with business stakeholders.
• Drive organizational adoption of JourneyTrack and Journey Intelligence workflows.
• Create journey maps, service blueprints, templates, operational guides, and reference materials.
• Conduct user research, stakeholder interviews, surveys, usability testing, and heuristic evaluations.
• Translate qualitative and quantitative data into actionable product recommendations and user stories.
• Design wireframes, mockups, prototypes, and high-fidelity user interfaces.
• Collaborate with Product Managers, Developers, CX Teams, and Business Leaders.
• Support change management initiatives related to UX transformation and journey management.
• Explore and recommend AI-driven approaches to enhance customer journey management processes.
• Present research findings and design recommendations to executive leadership.

Required Qualifications

• 6+ years of UX Design, Service Design, or Customer Experience Design experience.
• 2+ years of Journey Management, Customer Journey Mapping, or Service Design experience.
• Strong experience facilitating workshops, design sprints, and stakeholder sessions.
• Experience driving adoption of new tools, platforms, or enterprise processes.
• Expertise in User Research, Information Architecture, Interaction Design, and Visual Design.
• Experience with journey mapping and service blueprint methodologies.
• Strong communication, presentation, and documentation skills.

Required Tools & Technologies

• UX/UI Tools: Figma, UXPin, Balsamiq, OmniGraffle, Visio, Sketch
• Adobe Creative Suite (Photoshop, Illustrator)
• Journey Mapping & Service Design Tools
• Usability Testing & Research Tools

Preferred Qualifications

• Experience with JourneyTrack or similar Journey Management platforms.
• Customer Experience (CX) and Experience Management (XM) background.
• AI-enabled customer journey or service design experience.
• Enterprise-scale digital transformation experience.