Design & Delivery Specialist

Opportunity available for a Experience Design & Delivery Specialist to support the planning, execution, and continuous improvement of customer and employee journeys. This role partners closely with Journey Owners and cross-functional teams to design journey artifacts, facilitate workshops, support measurement plans, and drive experience improvements across the organization.

The ideal candidate is highly collaborative, detail-oriented, and comfortable leading working sessions while also tracking outcomes through measurement and KPIs.

• Develop and maintain journey maps, personas, and supporting experience artifacts
• Ensure artifacts reflect current-state and future-state experiences aligned to business goals
• Partner with stakeholders to gather insights and incorporate feedback
• Keep journey documentation organized, updated, and actionable

• Schedule, coordinate, and facilitate journey mapping and ideation workshops
• Prepare materials and ensure participants are aligned on objectives
• Document key decisions, action items, and next steps
• Track follow-ups to ensure progress and accountability

• Partner with Journey Owners, Product Managers, Product Owners, UX, and leadership
• Serve as a connector across teams to ensure a holistic experience strategy
• Provide context and guidance to support experience improvements through delivery

• Support development of journey measurement plans
• Monitor journey performance metrics and KPIs to identify opportunities
• Stay informed on CX and journey mapping best practices
• Recommend and help implement improvements to CX delivery frameworks and templates

• Bachelor’s degree in Business, Marketing, Design, or related field (or equivalent experience)
• Experience in customer journey mapping, customer experience, or related field
• Strong facilitation and communication skills
• Experience participating in Agile environments and ceremonies
• Proficiency with journey mapping tools (Miro, Lucidchart, They Do, or similar)
• Strong organizational and project management skills
• Ability to collaborate effectively across cross-functional teams