Job Title: Contingent Digital Experience Journey Mapping Lead

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.