Job Title:  Customer Journey Manager

JOB INFORMATION

• Job Title: Customer Journey Manager
• Job Code: 130078
• Job Grade: 55

JOB SUMMARY

LEVEL OF RESPONSIBILITY

• General responsibilities with standardized processes. Works under limited supervision. Resolves routine questions and problems. Refers the more complex issues to higher levels. Follows established procedures to accomplish requirements of job. Some latitude for deviation.

ESSENTIAL FUNCTIONS

• Review end-to-end customer journeys to analyze customer behaviors, motivations, and pain points, identifying needs and opportunities for improvement.
• Lead the creation of journey maps for complex to highly complex customer journeys, ensuring they accurately capture the voice and perspective of the customer.
• Document customer journey information to support optimization efforts, ensuring consistency across multiple journeys, areas, and promoting best practices.
• Apply deep expertise in customer journeys and process improvement to implement scalable optimizations across functional groups.
• Analyze and synthesize customer feedback, identifying trends and opportunities to enhance the experience.
• Lead processes to intake, act on, and synthesize feedback, accurately reflecting the customer’s voice in all improvement initiatives.
• Aggregate and prioritize data to uncover large-scale opportunities, informing decision-making for customer experience strategies.
• Transform insights into actionable recommendations for senior leadership, shaping customer experience roadmaps and long-term strategies.
• Lead projects to improve customer experiences by defining customer needs and recommending process improvements across multiple journey areas.
• Develop cost-benefit analyses to assess the impact of proposed improvements, providing insights to sustain project momentum.
• Monitor and measure the quality of customer journeys using performance metrics such as KPIs, OKRs, and NPS, contributing to the development of relevant metrics.
• Perform comprehensive reporting on journey performance, providing actionable insights for stakeholders, senior leadership, and executive leadership.
• Act as a subject matter specialist and decision authority, influencing and shaping optimization efforts through strong journey ownership practices.
• All other duties as assigned.

REQUIREMENTS

• Bachelor’s degree in Business, Marketing, Communications, or a related field and minimum of 4 years of experience in marketing, customer experience, journey mapping, process improvement, or a related role.

Preferred Qualifications:

• Experience in customer experience, journey mapping, process improvement, service design, or a related field.
• Strong customer-first mindset with the ability to identify pain points and improvement opportunities.
• Ability to analyze customer feedback, data, and trends to develop actionable recommendations.
• Strong communication and storytelling skills, including presenting insights to executive leaders and stakeholders.
• Experience working across teams and influencing without direct authority.
• Ability to manage projects, priorities, and cross-functional work in a dynamic environment.
• Familiarity with human-centered design, voice of customer, KPIs, OKRs, NPS, or related CX measurement tools.
• Utility, energy, operations, digital, or customer service experience is a plus.

WORKING CONDITIONS

• Most work is performed in an office environment.
• May be subject to extended periods sitting at a workstation to perform work.
• Subject to operation of a personal computer for extended periods including using keyboard, mouse and viewing computer monitor.
• Subject to normal office noise levels.
• May be required to work non-standard hours to meet business needs which may include weekends and holidays.
• Some travel may be required.

SPECIAL SAFETY REQUIREMENTS

• Member will not be required to drive in order to perform their job duties.
• Member is not required to perform any safety sensitive duties.

KNOWLEDGE, SKILLS AND ABILITIES (KSAS)

• Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Demonstrated ability to manage multiple responsibilities, priorities, tasks, and projects simultaneously.
• Written, verbal and presentation communication skills.
• Empathy, customer-focus, and the ability to translate customer insights into strategic action.
• Manage stakeholder relationships across functions to support objectives, secure resources, and drive project execution.
• Recognize project, program, or enterprise integration points and collaborate with stakeholders to ensure alignment and effective execution.
• Strategically align improvement efforts with broader business objectives to address inefficiencies, enhance the customer experience, and achieve key performance targets.
• Champion the adoption of customer-centric approaches and help stakeholders understand the value of experience improvements throughout the organization.
• Communicate and present insights and recommendations with clarity, poise, and both tactical and strategic relevance to a variety of audiences.
• Ability to work with data sets, data analytics and the ability to interpret, transform, manipulate and visualize data to identify trends that drive customer solutions
• Communicates effectively in a professional manner with various audiences, including senior management
• Subject matter expert on customer experience and evolving customer needs within the business

HEALTH AND SAFETY (MEDICAL/DOT REQUIREMENTS)

• Pre-Employment Drug Screen

SALARY RANGE

$72,280 - $96,366