Customer Outreach Specialist scheduling qualified meetings for Power TakeOff, a utility energy - efficiency software provider. Conducting high - volume phone and email outreach to help businesses reduce energy consumption.
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Journey Management Specialist – Customer Journey, Intelligence
Posted last month
About the role
- Journey Management Specialist at Alberta Blue Cross® enhancing customer experiences through data and collaboration. Leading customer journey management while working with cross-functional teams.
Responsibilities
- Customer journey management.
- Create and maintain end‑to‑end customer journey maps and service blueprints for priority journeys.
- Identify customer pain points, moments that matter, dependencies, and handoffs across services and channels.
- Keep journey documentation current as services, processes, or digital capabilities evolve.
- Service design & experience improvement.
- Apply service design and human‑centered design methods to improve customer experiences.
- Facilitate collaborative workshops and working sessions with cross‑functional teams.
- Translate insights into practical experience and process improvement opportunities.
- Insights & measurement.
- Analyze qualitative and quantitative customer data, including feedback, surveys, interviews, and usage data.
- Synthesize insights to identify patterns and opportunities at the journey and touchpoint level.
- Support journey‑level experience measurement and reporting over time.
- Enablement & collaboration.
- Enable teams to adopt journey thinking by providing tools, templates, and practical guidance.
- Partner with digital, product, operations, and service delivery teams to support shared outcomes.
Requirements
- A degree in business, data science, social sciences, design, technology, or a related field—or an equivalent combination of education and experience.
- 3–5 years of experience in customer journey management, service design, human‑centered design, or customer experience.
- Experience working with cross‑functional teams in medium‑to‑large organizations.
- Strong analytical, facilitation, and communication skills.
- Comfortable working with Voice of Customer (VoC) data and customer insights.
- Facilitation of workshops and collaborative sessions.
- Translating insights into actionable, practical recommendations.
- Influencing and enabling teams without formal authority.
- Nice to have: Experience with journey or experience tools (e.g., JourneyTrack, TheyDo, UXPressia).
- Nice to have: Experience with tools such as Figma, Mural, Miro, Qualtrics, or Power BI.
- Nice to have: Experience using AI‑enabled tools for analysis, insight synthesis, reporting, or dashboards.
- Nice to have: Training or certification in service design, design thinking, human‑centered design, or customer experience (CCXP considered an asset).
Benefits
- Diverse teams and backgrounds
- Successful candidate will work in an innovative, high-energy team-focused environment
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