Principal Journey Management/Service Designer
Location: Atlanta, GA (Onsite 5 Days/Week)
Type: Long-Term W2 Contract (Potential for Conversion)
Overview
Our client is investing heavily in Customer Experience transformation and Journey Management capabilities across the enterprise. As part of this effort, they are seeking a Principal Service Designer / Journey Management Specialist to help scale journey-centered ways of working across the organization.
This role will focus on building and operationalizing journey management practices, enabling teams to leverage customer journey data effectively, and driving adoption of journey intelligence tools and methodologies. You will partner closely with CX, UX, Research, Product, Design Operations, and business stakeholders to establish frameworks, facilitate workshops, and help teams embed journey-centric decision making into their daily work.
This is an ideal opportunity for someone who excels at service design, journey mapping, organizational change, facilitation, and building scalable practices across large, complex enterprises.
Key Responsibilities
-
Lead adoption and change management efforts related to Journey Management practices and journey intelligence workflows across the organization.
-
Drive rollout, enablement, and ongoing support for Journey Management platforms and tools, helping teams effectively incorporate journey insights into their work.
-
Design and facilitate journey management, service design, and customer experience workshops that help teams identify opportunities, align stakeholders, and accelerate journey-centric thinking.
-
Partner with CX, UX, Product, Research, and Design Operations teams to integrate journey data into business processes, decision-making frameworks, and experience improvement initiatives.
-
Develop journey management playbooks, templates, frameworks, guides, and reference materials that scale best practices across teams.
-
Create and maintain customer journey maps, service blueprints, ecosystem maps, and operational workflows that visualize end-to-end customer experiences.
-
Act as a trusted advisor and subject matter expert on service design and journey management methodologies.
-
Support governance, consistency, and adoption of journey management standards across multiple business functions.
-
Explore and evaluate opportunities to leverage AI and emerging technologies to improve journey management practices, insight generation, and operational efficiency.
-
Provide ongoing coaching, troubleshooting, and consultation to teams on how and when to effectively leverage journey management tools and methodologies.
Required Qualifications
-
7+ years of experience in Service Design, Journey Management, Customer Experience, Experience Strategy, or related disciplines.
-
Strong experience creating customer journey maps, service blueprints, ecosystem maps, and experience frameworks.
-
Demonstrated success driving organizational adoption of new processes, methodologies, or customer experience initiatives.
-
Experience facilitating workshops with executive stakeholders, cross-functional teams, and large organizations.
-
Strong understanding of journey management, customer experience measurement, and service design best practices.
-
Experience developing playbooks, governance models, frameworks, templates, and enablement materials.
-
Excellent stakeholder management, communication, and change leadership skills.
-
Ability to influence without direct authority and drive alignment across diverse teams.
Preferred Qualifications
-
Experience with Journey Management or Experience Management platforms such as JourneyTrack, Qualtrics, Medallia, or similar tools.
-
Background in Design Operations, Customer Experience Operations, or Enterprise Transformation initiatives.
-
Experience working within large-scale enterprise environments.
-
Exposure to AI-powered experience analytics, customer insights, or workflow optimization solutions.
-
Familiarity with tools such as Miro, FigJam, Lucidchart, Figma, or similar collaboration and mapping platforms.
The hourly pay rate for this position is $70-80/hr Benefits available to full-time employees: medical, dental, vision, disability, life insurance, 401k and commuter benefits.
Synergis is proud to be an Equal Opportunity Employer. We value diversity and do not discriminate on the basis of race, color, ethnicity, national origin, religion, age, gender, gender identity, political affiliation, sexual orientation, marital status, disability, military/veteran status, or any other status protected by applicable law.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with the requirements of applicable state and local laws, including but not limited to, the San Francisco Fair Chance Ordinance, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
For immediate consideration, please forward your resume to hmartin@synergishr.com
If you require assistance or an accommodation in the application or employment process, please contact us at hmartin@synergishr.com.
Synergis is a workforce solutions partner serving thousands of businesses and job seekers nationwide. Our digital world has accelerated the need for businesses to build IT ecosystems that enable growth and innovation along with enhancing the Total Experience (TX). Synergis partners with our clients at the intersection of talent and transformation to scale their balanced teams of tech, digital and creative professionals. Learn more about Synergis at www.synergishr.com.