Senior Customer Journey Consultant
About The Position
Adobe’s Integrated Customer Experience (ICX) team unifies frontline Sales and Support, serving as the first point of contact for customers. As a Senior Customer Journey Consultant (contractor), you'll own workstreams within high-impact strategic initiatives that shape how customers experience Adobe across channels. You will lead journey mapping, problem structuring, root cause analysis, and data-driven recommendations, and you will drive alignment with senior stakeholders to translate insights into measurable business outcomes. You’ll collaborate with stakeholders across Sales & Support Delivery, Business Operations, Product Management, Customer Data Insights & Analytics, and FP&A to evaluate current state experiences and new concepts.
Requirements
- 5–7 years in customer experience strategy, management consulting, or a highly analytical role, with a track record of driving cross-functional, customer-focused initiatives from insight to execution.
- Demonstrated expertise in journey mapping, qualitative and quantitative analysis, and root cause identification across multi-channel, multi-touchpoint experiences.
- Process design and optimization background (experience and/or education/training/certifications).
- Multi-swim-lane systems, data, people, process flow documentation experience/expertise.
- Excellent communication and visual storytelling skills, with the ability to persuade and influence across teams.
Nice To Haves
- Exposure to UX/UI design, service design, or experience benchmarking is preferred.
Responsibilities
- Frame and structure complex experience problems, develop hypotheses, and research plans to trace root causes.
- Map and diagnose current customer journeys to uncover pain points and opportunity areas, leveraging both qualitative and quantitative research.
- Facilitate mystery shopper exercises, conduct interviews and discovery sessions, and drive best-in-class customer insight practices.
- Synthesize research into actionable business strategies and present recommendations to leadership and cross-functional teams.
- Develop models or benchmarking comparisons to support business case development and strategic decision-making.
- Ensure alignment and collaboration with analytics, design, and operational partners to drive implementation of recommended solutions.
Benefits
- NextDeavor offers health, vision and dental benefits for contract employees
- Paid sick leave eligibility is contingent on state of residence
- Optional 401k Plan (excludes employer match)
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What This Job Offers
Career Level
Senior
Education Level
No Education Listed
