Job Title: Contingent Digital Experience Journey Mapping Lead
Location: Atlanta, GA 30328
Duration: 12 Months
Employment Type: W2 Contract
Work Schedule: Monday Friday | 8:00 AM 5:00 PM
Job Summary
We are seeking a Digital Experience Journey Mapping Lead to establish and scale customer journey mapping as a core organizational capability. This strategic, hands-on role will serve as the subject matter expert (SME), partnering with UX, Content Strategy, Research, and Digital teams to design customer-centric experiences driven by journey insights.
The ideal candidate will define journey mapping standards, develop scalable methodologies, mentor cross-functional teams, and recommend tools that integrate journey mapping into everyday digital experience workflows.
Key Responsibilities
Journey Mapping Leadership
- Establish enterprise-wide standards, governance, and methodologies for customer journey mapping.
- Develop scalable, repeatable processes for creating, maintaining, and activating journey maps.
- Connect journey insights to digital experience design, content strategy, personalization, and performance measurement.
Experience Design Enablement
- Train and mentor UX designers, content strategists, and digital teams on journey-led experience design.
- Lead workshops, coaching sessions, and knowledge-sharing initiatives.
- Develop templates, playbooks, and best practices to embed customer journey thinking across the organization.
Customer Experience Strategy
- Partner with UX, Research, Content, and Digital Experience teams to translate journey insights into actionable experience improvements.
- Recommend content structures, design patterns, messaging strategies, and personalization opportunities.
- Ensure digital experiences align with customer-first journey principles.
Journey Mapping Tools & Technology
- Evaluate and recommend journey mapping platforms and collaboration tools.
- Partner with analytics and research teams to implement and optimize journey mapping solutions.
- Support adoption, governance, and ongoing training for journey mapping tools.
Cross-Functional Leadership
- Act as the journey mapping SME across Marketing, Digital, Analytics, Operations, Research, and Customer Experience teams.
- Facilitate cross-functional workshops to identify pain points, opportunities, and moments that matter.
- Influence strategic planning by ensuring customer insights drive prioritization and decision-making.
Insights & Performance Measurement
- Collaborate with Analytics, Voice of Customer (VoC), and Research teams to integrate qualitative and quantitative insights.
- Define journey-level KPIs and success metrics aligned with business objectives.
- Maintain and continuously improve journey maps as new customer insights emerge.
Required Qualifications
- 6 10+ years of experience in UX, CX, Digital Strategy, Service Design, or Experience Design.
- Proven experience leading or scaling enterprise customer journey mapping initiatives.
- Strong facilitation, stakeholder management, communication, and coaching skills.
- Experience developing frameworks, governance models, standards, or operating models.
- Hands-on experience with journey mapping and collaborative design tools (e.g., Miro, Figma, Smaply, Lucidchart, or similar).
- Strong ability to influence cross-functional teams and drive customer-centric transformation.
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