Journey Management Consultant

Over Essense

Essense was founded in 2011 and now has over 45 employees. Essense is committed to bringing together brand promise and customer needs. Essense advises clients from the disciplines of Experience Design, Service Design, and Customer Experience Management. And things are going well; more and more companies are choosing our holistic approach, which prioritizes customer needs. A growing client base also means a growing team, including a need for journey management consultants.

Responsibilities

As a Journey Management Consultant, you’ll help clients go beyond simply visualizing customer journeys. You’ll guide organizations in their journey to data-driven customer journey monitoring and improvement. You’ll do this by setting and achieving short-term and long-term goals. 

In summary, your profile and duties include:

• Proactively provide advice on the right approach to achieve customer-focused goals.
• Planning, managing and executing journey management processes, including managing designers and stakeholders.
• Applying methodologies such as journey mapping, service blueprinting, and service scenarios.
• Setting up and testing uniform, customer-focused working methods with customers, including the right tools for effective journey management.
• Guiding leadership and teams in change processes towards customer-oriented work.
• Training skills within organizations to embed journey management.

In this role you will work closely with other consultants in various areas of expertise.

Core competencies

1. Strategic framework and governance

• Developing a journey framework: translating the customer lifecycle into clear, priority journeys and clusters, so that all teams use a single, coherent reference framework
• Designing governance structures and ownership: defining who makes which decisions, based on prioritization criteria and KPIs.

2. Stakeholder management & support creation

• Proactive stakeholder engagement from the start: organizing cross-departmental workshops to gain early buy-in and gather valuable input
• Presenting business cases and KPI-based results to strengthen buy-in from senior team members

3. Cross-functional collaboration

• Bringing together marketing, sales, service, IT and others: ensuring horizontal coordination across channels
• Deploy multidisciplinary pilots with authority to implement actions, including product owners for rapid implementation.

4. Agile implementation & scalability

• Start with a small-scale pilot to test the model and achieve early success.
• Iteratively scale in waves: expand role definitions, playbooks, and training based on feedback and results.

5. Data-driven monitoring & optimization

• Providing direction for setting up KPIs & dashboards linked to customer journeys: from tools to operational impact.
• Monitor, evaluate and continuously improve journey performance (such as customer questions, NPS, cost savings)

You bring:

• At least 5 years of relevant work experience as a journey management consultant, service designer, or related
• Availability of 32-40 hours per week.
• A passion for journey management, but also more broadly in: CX management, service design or change management.
• Strategic thinking: you always connect business goals with customer experience.
• Experience with stakeholder management within various organizations.
• Proactive, pragmatic attitude: you think big, but start small.
• Positive energy and the ability to inspire others.