Journey Management & Service Design Consultant

Overview

Aquent is partnering with a leading Fortune 500 retailer to identify a Journey Management & Service Design Consultant for a contract opportunity supporting enterprise customer experience initiatives.

This role will help scale journey management practices across the organization by facilitating workshops, driving adoption of customer journey tools and processes, and helping teams integrate customer insights into decision-making. If you’re passionate about service design, customer experience strategy, and organizational transformation, we’d love to connect.

What You’ll Do

• Lead customer journey mapping and service design workshops
• Support the adoption of JourneyTrack and journey intelligence workflows
• Facilitate cross-functional collaboration sessions
• Create journey management templates, playbooks, and best practices
• Partner with CX, product, and business stakeholders
• Analyze customer journey insights and pain points
• Help integrate customer experience data into operational processes
• Support change management and adoption efforts
• Explore opportunities to leverage AI within journey management practices
• Serve as a subject matter expert and coach for journey management methodologies

What You’ll Bring

• 6+ years facilitating workshops and cross-functional sessions
• Experience in service design, customer experience, journey management, or design thinking
• Strong change management and organizational adoption experience
• Experience creating customer journey maps and service blueprints
• Ability to influence stakeholders across large organizations
• Strong communication and presentation skills
• Experience translating customer insights into actionable recommendations

Nice to Have

• JourneyTrack experience
• Journey Intelligence platforms
• Retail industry experience
• Human-centered design certifications
• Prosci or change management certifications
• UX research experience
• Experience applying AI within CX or journey management programs

Why Apply

• Help shape customer experience strategy at enterprise scale
• Lead highly visible transformation initiatives
• Work with senior cross-functional stakeholders
• Influence how customer insights drive business decisions
• Gain exposure to emerging AI applications in journey management

The target hiring compensation range for this role is $70 to $76/hr. Compensation is based on several factors, including but not limited to education, relevant work experience, relevant certifications, and location. 

About Aquent Talent

Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands.
Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. 

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

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