Senior CX Journey Manager - Marketing

Vizient•Irving, TX

8d•Hybrid

About The Position

In this role, you will lead the design, activation, and ongoing management of customer journeys by translating client insights into actionable improvements. You will align cross-functional teams to deliver consistent, insight-driven experiences and measurable lifecycle outcomes tied to retention, growth, and operational efficiency.

Requirements

Relevant degree preferred.
5 or more years of relevant experience required.
Experience in CX (Customer Exp), Customer Success, Experience Strategy, Consulting, Product Management, Process Improvement, or related fields.
Experience working in B2B or enterprise services environments with exposure to go-to-market operations, consulting, or CX.
Familiarity with CX frameworks, journey mapping tools, voice of client platforms, service blueprints, and agile methodologies.
Familiarity with CRM systems, journey analytics platforms, and data visualization tools.
Strong analytical and problem-solving skills with the ability to translate insights into actionable improvements.
Demonstrated ability to lead cross-functional collaboration and influence stakeholders without direct authority.
Experience defining and tracking CX metrics, including KPIs and lifecycle performance indicators.
Strong facilitation, storytelling, and executive communication skills.

Responsibilities

Own assigned customer journeys end-to-end, including mapping, lifecycle coordination, improvement planning, activation, and performance tracking.
Lead cross-functional journey design workshops and working sessions across commercial and operational teams.
Translate client insights, persona data, and business priorities into journey-level improvement initiatives aligned to retention and client lifetime value goals.
Develop and maintain journey maps, service blueprints, and supporting documentation.
Define and manage journey success metrics, including lifecycle friction, engagement quality, and handoff effectiveness.
Identify breakdowns in lifecycle handoffs and facilitate resolution across teams.
Coordinate activation of journey improvements through commercial and delivery teams.
Monitor post-activation performance and recommend iterative enhancements using behavioral data and experimentation.
Present journey insights, performance trends, and business impact to clients and internal stakeholders to drive alignment and action.
Support internal change management and adoption of journey frameworks, tools, and lifecycle standards.