What are the responsibilities and job description for the CX Journey Specialist position at Turnberry Solutions?
Duration: 9 Months
Location: MN-Minneapolis, Hybrid 3-4 days onsite
Overview: Every Turnberry consultant belongs to a practice, an internal group of consultants and leaders with shared experience and expertise. Each of these practices aligns to one of the core services Turnberry offers to clients. As a CX Journey Specialist, you will join Turnberry's Business Transformation practice. Turnberry's Business Transformation practice is dedicated to diagnosing and addressing core business challenges including regulatory compliance, full-scale implementation, managing change and driving continuous improvement across transformation initiatives.
Responsibilities
At Turnberry, we are committed to creating a positive and connected work environment for all and are fully invested in and focused on hiring and growing a diverse team of high performers. We believe that uniqueness in ideas, experiences, and backgrounds make us a better Turnberry: Turnberry is an Equal Employment Opportunity employer, and recruits, employs, trains, compensates, and promotes regardless of age, ancestry, family medical or genetic information, gender identity and expression, marital, military, or veteran status; national and ethnic origin; physical or mental disability; political affiliation; pregnancy; race; religion; sex; sexual orientation; and any other protected characteristics.
Americans With Disabilities Act (ADA)
Turnberry will provide reasonable accommodation with our application process upon request as required to comply with applicable laws. If you have a disability and require accommodation assistance in this application process, please send an email to our Human Resources department at turnberryhr@turnberrysolutions.com.
Location: MN-Minneapolis, Hybrid 3-4 days onsite
Overview: Every Turnberry consultant belongs to a practice, an internal group of consultants and leaders with shared experience and expertise. Each of these practices aligns to one of the core services Turnberry offers to clients. As a CX Journey Specialist, you will join Turnberry's Business Transformation practice. Turnberry's Business Transformation practice is dedicated to diagnosing and addressing core business challenges including regulatory compliance, full-scale implementation, managing change and driving continuous improvement across transformation initiatives.
Responsibilities
- 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, organize, and facilitate journey workshops, ensuring all necessary participants are informed and prepared
- Document workshop outcomes and ensure follow-up actions are tracked and completed
- Cross-Functional Collaboration
- Work closely with journey owners, product managers, product owners, UX designers, leadership, 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 and experience design (i.e. UX)
- Support the implementation of journey improvements by providing necessary context and guidance
- Measurement and Continuous Improvement
- Support journey measurement plan development
- 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 CX delivery model and templates
- Bachelor's degree in Business, Marketing, Design, 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 project management, organizational skills, and attention to detail
- Ability to work collaboratively in a cross-functional team environment
- Background in experience design or product management
- Experience with user research and usability testing
- Certifications in Customer Experience, Product Management, Agile, or Scrum methodologies
At Turnberry, we are committed to creating a positive and connected work environment for all and are fully invested in and focused on hiring and growing a diverse team of high performers. We believe that uniqueness in ideas, experiences, and backgrounds make us a better Turnberry: Turnberry is an Equal Employment Opportunity employer, and recruits, employs, trains, compensates, and promotes regardless of age, ancestry, family medical or genetic information, gender identity and expression, marital, military, or veteran status; national and ethnic origin; physical or mental disability; political affiliation; pregnancy; race; religion; sex; sexual orientation; and any other protected characteristics.
Americans With Disabilities Act (ADA)
Turnberry will provide reasonable accommodation with our application process upon request as required to comply with applicable laws. If you have a disability and require accommodation assistance in this application process, please send an email to our Human Resources department at turnberryhr@turnberrysolutions.com.
Salary : $75,000 - $110,000