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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer journey design and service blueprints, focusing on measurable outcomes such as retention and revenue influence. Proficient in orchestrating cross-functional teams and managing dependencies to ensure successful program launches.
Highest-signal resume keywords
Customer Journey DesignService Blueprint DevelopmentJourney OrchestrationMarketing Automation PlatformsCross-Functional Leadership
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Journey SpecificationsMetrics DefinitionFunnel Conversion AnalysisTest ExecutionCustomer Signals Interpretation
Soft Skills
Stakeholder CoordinationPlanningDependency Management
Tools & Technologies
In-App GuidanceDigital Orchestration
Industry Keywords
Business-To-Business SoftwareDevOpsDevSecOps
About the role
Key responsibilities & impact- Connect programs into customer journeys that drive meaningful actions, retention, consumption and revenue outcomes
- Own journey design and service blueprints across products, personas and named, pooled and digital coverage models
- Design journeys backward from business outcomes to customer actions, audiences and engagement tactics
- Determine self-serve, AI-assisted and human-led steps and define handoffs between them
- Design touchpoints across in-product guidance, email, events and community
- Build service blueprints documenting people, systems, data, content and handoffs
- Write journey specifications covering steps, triggers, audiences, channels, content, handoffs and metrics
- Set build plans, coordinate partner teams and clear dependencies to launch on time
- Specify content and self-service resources and collaborate with content teams and Lifecycle Marketing
- Hand live journeys to Digital Orchestration while remaining accountable for outcomes and optimization
- Measure journey coverage, conversion, lift, meaningful actions, recovery, time to value, revenue influence, retention and partner adoption
- Lead journey design and cross-functional builds for priority cohorts at L5; own the journey framework across products, personas and coverage models at L6
- Report to the Vice President, Digital Customer Outcomes
- Serve as the directly responsible individual for the under-$10,000 digital journey in FY28
Requirements
What you’ll need- Senior experience in customer journey design, service design or digital customer success
- Track record of turning journey designs into launched programs with measurable adoption, retention or expansion outcomes
- Hands-on experience building service blueprints and designing handoffs between digital and human teams
- Working knowledge of journey orchestration, in-app guidance and marketing automation platforms
- Ability to define customer signals, triggers and success metrics, interpret funnel conversion and run tests
- Track record of leading complex, cross-functional builds through launch without direct authority, including planning, managing dependencies and coordinating stakeholders across many teams
- Experience in business-to-business software as a service is helpful
- Domain knowledge of DevOps or DevSecOps is helpful
Benefits
Comp & perks- Benefits to support your health, finances, and well-being
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental Leave
- Remote work arrangement