We are seeking a highly skilled Senior CX Journey Manager to lead and support experience transformation initiatives across our healthcare payer organization. This individual will blend CX strategy, journey mapping, human-centered design, and project/product management to reimagine and improve key consumer experiences. The role involves cross-functional collaboration, stakeholder alignment, and hands-on delivery of impactful change.

REQUIRED QUALIFICATIONS:

• 5+ years of experience in customer experience, service design, journey mapping, product/project management or consulting roles.
• Experience leading CX or HCD projects in regulated industries (healthcare, financial services, etc.).
• Proficient in journey mapping, HCD tools, and stakeholder facilitation.
• Familiar with customer research, personas, data analysis, and experience metrics.
• Excellent communication and collaboration skills.

• Lead medium-to-large scale CX improvement projects and/or key workstreams within broader initiatives.
• Conduct journey mapping, root cause analysis, and experience research (quantitative + qualitative).
• Leverage human-centered design practices to ideate, prototype, and deliver new or improved experiences.
• Manage experience improvement initiatives using agile or hybrid project methodologies.
• Collaborate with data analysts, marketing, operations, and IT to build future-state journeys and supporting roadmaps.
• Facilitate workshops and cross-functional collaboration sessions to drive buy-in and CX adoption.
• Monitor performance metrics and consumer insights to measure experience impact.