CX Journey Research, Service Designer

Global Payments Inc.

. Facilitate and lead journey mapping workshops, stakeholder conversations, and customer interviews .

Posted 11/3/2026full-timeUnited StatesMid-LevelSenior💰 $70,000 - $80,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer experience design, journey mapping, and service design, with a strong ability to synthesize insights from diverse data sources into actionable recommendations. Proficient in project management and collaboration across cross-functional teams to enhance customer journeys and drive business outcomes.

Highest-signal resume keywords

Customer Experience DesignJourney MappingService Blueprint CreationProject ManagementCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Journey MappingService DesignUX ResearchProcess ImprovementData SynthesisQualitative AnalysisQuantitative AnalysisCustomer Experience PrinciplesHuman-Centered DesignStakeholder Engagement

Soft Skills

Facilitation SkillsCommunication SkillsCollaboration SkillsCritical ThinkingProblem-Solving

Tools & Technologies

FigmaFigJamMiroLucidChartTheyDoCemanticaJourney Track

Industry Keywords

PaymentsFinTechSaaSPOS SystemsCustomer JourneyVoice of CustomerSurvey AnalyticsMixed-Methods Research

About the role

Key responsibilities & impact

Facilitate and lead journey mapping workshops, stakeholder conversations, and customer interviews
Combine insights from interviews, surveys, VoC data, support themes, product inputs, operational context, and stakeholder conversations
Manage project timelines, deliverables, and follow-through across multiple stakeholders and shifting priorities
Create customer journey maps, service blueprints, ecosystem maps, and related artifacts
Identify pain points, experience gaps, moments that matter, and recurring themes across customer journeys
Translate findings into prioritized opportunities for experience improvement
Help cross-functional partners understand front-stage customer journeys and backstage systems, processes, ownership, tools, and dependencies
Connect journey insights to recommendations, roadmap conversations, process improvements, communications, training, product changes, and measurement plans
Partner with CX leadership to co-create future-state experience views
Determine how improvements should be measured using CX metrics such as NPS, CSAT, CES, retention, loyalty, customer effort, operational performance indicators, and financial impact
Build and evolve repeatable journey mapping and service design practices, including templates, documentation, standards, and scalable ways of working

Requirements

What you’ll need

4+ years of experience in customer experience, service design, UX research, product research, process improvement, insights, or a similar role
3+ years of experience creating journey maps, service blueprints, ecosystem maps, process maps, or other tools that help people understand complex experiences
2+ years of experience facilitating and leading journey mapping workshops, internal discovery interviews, and customer interviews
Experience using tools such as Figma/FigJam, Miro, LucidChart, TheyDo, Cemantica, Journey Track, or similar collaboration and design platforms
Strong ability to synthesize messy inputs into clear themes, patterns, insights, and opportunities
Experience working with both qualitative and quantitative information, including interviews, open-ended feedback, survey data, operational inputs, and stakeholder perspectives
A solid understanding of customer experience principles, human-centered design, and the ways customer pain points connect to business outcomes
Ability to ask thoughtful questions, listen to what is said and unsaid, and help teams get underneath surface-level problems
Strong collaboration and facilitation skills, especially with cross-functional groups
Ability to communicate clearly through writing, visuals, working sessions, and practical recommendations
Strong project management skills and ability to keep work moving across competing priorities, incomplete information, and multiple stakeholders
Bachelor’s degree in a related field (e.g. UX, Human-Centered Design, Psychology, Sociology, etc.) or equivalent experience
Experience in Payments, FinTech, SaaS, POS systems, or other complex customer-facing technology environments is a bonus
Experience working with SMB, merchant, partner, or enterprise customer journeys is a bonus
Experience facilitating design thinking sessions and stakeholder alignment conversations is a bonus
Familiarity with VoC programs, survey analytics, qualitative coding, customer interviews, text analytics, or mixed-methods research is a bonus
Ability to connect customer journey insights to roadmap decisions, operational improvements, support strategies, product changes, training, or customer communications is a bonus

Benefits

Comp & perks

A competitive salary and benefits package that recognizes your contribution
Opportunities to grow your skills and build your career within a global business
Access to learning, development and on-the-job experiences that expand your expertise
A supportive, inclusive team environment where your ideas and input matter
Time to give back through community and charity initiatives
A global employee assistance program to support your wellbeing
Recognition through a global platform that celebrates your achievements