The opportunity
The Digital Customer Outcomes team brings digital experiences and human support together around customer outcomes. You'll work day to day with the Lead Journey Architect, Digital Orchestration and the Digital Outcomes team's Data/Insights partner, alongside CX Operations,…
What you'll do
Design journeys backward from business outcomes to meaningful customer: actions, audiences and engagement tactics. Map each cohort's intended path, timing, signals that customers need help and interventions to get them back on track.
Decide which steps are self-serve, AI-assisted or human-led, and define the: handoffs between them. Design across in-product guidance, email, events and community, choosing the right channel for each moment.
Build service blueprints with Customer Experience (CX) Operations,: documenting the people, systems, data, content and handoffs behind each touchpoint. Give every step a trigger, a response, an owner and a metric.
Write journey specifications covering steps, triggers, audiences, channels,: content, handoffs and metrics. Set build plans, coordinate partner teams and clear dependencies to launch on time and to specification.
Specify the content and self-service resources each step needs, and work with: content teams to create and govern them. Partner with Lifecycle Marketing on audience, sequencing and delivery so customers experience one coordinated journey.
Hand live journeys to Digital Orchestration to run, remain accountable for: their outcomes and build in regular optimization cycles with the Digital Outcomes team's Data/Insights partner.
What they're looking for
- Measure journey coverage, step conversion, lift against comparison groups,: meaningful actions, recovery after interventions, time to value and influence on retention. Track partner adoption of the shared journeys and blueprints.
- Apply the framework and standards set by the Lead Journey Architect, and help: improve them based on what your journeys teach the team.
