CX Journey Specialist

Duration: 9+ Months

Location: MN-Minneapolis, Hybrid 3-4 days onsite

Overview: Every Turnberry consultant belongs to a practice, an internal group of consultants and leaders with shared experience and expertise. Each of these practices aligns to one of the core services Turnberry offers to clients. As a CX Journey Specialist, you will join Turnberry's Business Transformation practice. Turnberry's Business Transformation practice is dedicated to diagnosing and addressing core business challenges including regulatory compliance, full-scale implementation, managing change and driving continuous improvement across transformation initiatives.

Responsibilities:

Journey Artifact Development and Maintenance

Design, create, and update journey maps, personas, and other relevant artifacts

Ensure all journey artifacts are accurate, comprehensive, and aligned with business goals and customer insights

Collaborate with stakeholders to gather and incorporate feedback into journey artifacts

Workshop Scheduling and Documentation

Schedule, organize, and facilitate journey workshops, ensuring all necessary participants are informed and prepared

Document workshop outcomes and ensure follow-up actions are tracked and completed

Cross-Functional Collaboration

Work closely with journey owners, product managers, product owners, UX designers, leadership, and other stakeholders to ensure journey artifacts are utilized effectively

Act as a liaison between different departments to ensure a holistic approach to journey management and experience design (i.e. UX)

Support the implementation of journey improvements by providing necessary context and guidance

Measurement and Continuous Improvement

Support journey measurement plan development

Monitor journey performance metrics and KPIs to identify areas for improvement

Stay updated on industry best practices and emerging trends in journey mapping and customer experience

Proactively suggest and implement enhancements to the CX delivery model and templates

Qualifications:

Bachelor's degree in Business, Marketing, Design, related field, or equivalent work experience

Proven experience in journey mapping, customer experience, or a related role

Strong facilitation and communication skills, with the ability to lead workshops and present findings

Familiarity with agile methodologies and participation in agile ceremonies

Proficient in journey mapping tools and software (e.g., Miro, Lucidchart, TheyDo etc.)

Excellent project management, organizational skills, and attention to detail

Ability to work collaboratively in a cross-functional team environment

Preferred Qualifications:

Background in experience design or product management

Experience with user research and usability testing

Certifications in Customer Experience, Product Management, Agile, or Scrum methodologies

The salary range for this role is $75,000 to $110,000 or the hourly equivalent. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Turnberry Solutions offers benefits such as a comprehensive healthcare package (medical, dental, vision), disability and group term life insurance, health and flexible spending accounts, a utilization bonus, 401(k) with match, flexible time off for salaried employees, parental leave for salaried employees, and flexible work arrangements (all benefits are subject to eligibility requirements). No matter where or when you begin a career with Turnberry, you'll find a far-reaching choice of benefits and incentives.

At Turnberry, we are committed to creating a positive and connected work environment for all and are fully invested in and focused on hiring and growing a diverse team of high performers. We believe that uniqueness in ideas, experiences, and backgrounds make us a better Turnberry: Turnberry is an Equal Employment Opportunity employer, and recruits, employs, trains, compensates, and promotes regardless of age, ancestry, family medical or genetic information, gender identity and expression, marital, military, or veteran status; national and ethnic origin; physical or mental disability; political affiliation; pregnancy; race; religion; sex; sexual orientation; and any other protected characteristics.

Americans with Disabilities Act (ADA)

Turnberry will provide reasonable accommodation with our application process upon request as required to comply with applicable laws. If you have a disability and require accommodation assistance in this application process, please send an email to our Human Resources department at