CX/Journey Management Consultant

Responsibilities

As a Journey Management Consultant, you help clients go beyond simply visualizing customer journeys. You guide organizations in their transition to monitoring and improving customer journeys in a data-driven manner. You do this by setting short- and long-term goals and realizing them.

In summary, your profile and responsibilities consist of:

• Providing proactive advice on the right approach to achieve customer-oriented 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-oriented working methods at clients, including the right tools for effective journey management.
• Guiding leadership and teams in change processes towards customer-centric working.
• Training skills within organizations to embed journey management.

In this role, you collaborate extensively with other consultants across various areas of expertise.

Core competencies

1. Strategic framework and governance

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

2. Stakeholder management & creating support

• 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 among senior team members

3. Cross-functional collaboration

• Bringing together marketing, sales, service, IT, and others: ensuring horizontal alignment across channels
• Deploying multidisciplinary pilots with the 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.
• Iterative scaling in waves: expanding 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.
• Monitoring, evaluating, and continuously improving journey performance (such as customer inquiries, 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 broader expertise 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.