Customer Experience Journey Specialist

Contract consulting opportunity for a Customer Experience Journey Specialist to work with business and IT team in Agile Scrum environment. Seeking 3-5 years of experience in: Customer Experience/ Customer Journey.

Client requirements:

• W2 hourly only (no c2c)
• Hybrid onsite (3 days/week onsite in Minneapolis area)
• Work authorization: US Citizen or GC holder

WHAT YOU'LL DO: Key player in ensuring the seamless planning, execution, and continuous improvement of customer and employee journeys within the organization. This role involves partnering with the Journey Owner to develop and maintain journey artifacts, scheduling and facilitating journey workshops, attending standups and sprint reviews, and collaborating with cross-functional teams to drive successful outcomes.

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 and organize journey workshops, ensuring all necessary participants are informed and prepared.
• Document workshop outcomes and ensure follow-up actions are tracked and completed.

Agile Ceremonies Participation:

• Actively participate in daily standups, sprint planning, sprint reviews, and retrospectives.
• Provide updates on journey-related tasks and progress, and ensure alignment with sprint goals and timelines.
• Collaborate with the agile team to integrate journey-related insights and improvements into the sprint backlog.

Cross-Functional Collaboration:

• Work closely with product managers, designers, developers, 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.
• Support the implementation of journey improvements by providing necessary context and guidance.

Continuous Improvement:

• 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 journey management process.

EXPERIENCE:

• Bachelor's degree in Business, Marketing, Design, or a 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 organizational skills and attention to detail.
• Ability to work collaboratively in a cross-functional team environment.

Preferred Qualifications:

• Experience with user research and usability testing.
• Certification in Agile or Scrum methodologies.
• Background in experience design or product management.

ITR Group offers a competitive compensation and benefits package, including medical, dental, and 401(k) for eligible employees. The W2 pay range for this type of role is approximately $40.00 - $55.00 per billable hour. This range is an estimate and not a guarantee of compensation. The final rate will be determined by factors such as experience, market trends, and specific job assignments. Discover more about how ITR Group connects top talent with leading client opportunities.

ITR Group is an Equal Opportunity Employer. We do not discriminate against applicants on the basis of their race, color, national origin, religion, creed, disability, age, sex, sexual orientation, gender identity, marital status, familial status, or status with regard to public assistance, or membership or activity in a local human rights commission.