Responsibilities As a Journey Management Consultant, you help clients go beyond simply visualizing customer journeys. You guide organizations in their transition to monitoring and improving customer journeys in a data-driven manner. You do this by setting short- and long-term goals and realizing them.
In summary, your profile and responsibilities consist of:
Providing proactive advice on the right approach to achieve customer-oriented goals.
Planning, managing, and executing journey management processes, including managing designers and stakeholders.
Applying methodologies such as journey mapping, service blueprinting, and service scenarios.
Setting up and testing uniform, customer-oriented working methods at clients, including the right tools for effective journey management.
Guiding leadership and teams in change processes towards customer-centric working.
Training skills within organizations to embed journey management.
In this role, you collaborate extensively with other consultants across various areas of expertise.
Core competencies 1. Strategic framework and governance
Developing a journey framework: translating the customer lifecycle into clear, prioritized journeys and clusters, so that all teams use one coherent frame of reference.
Designing governance structures and ownership: defining who makes which decisions, based on prioritization criteria and KPIs.
2. Stakeholder management & creating support
Proactive stakeholder engagement from the start: organizing cross-departmental workshops to gain early buy-in and gather valuable input
Presenting business cases and KPI-based results to strengthen buy-in among senior team members
3. Cross-functional collaboration
Bringing together marketing, sales, service, IT, and others: ensuring horizontal alignment across channels
Deploying multidisciplinary pilots with the authority to implement actions, including product owners for rapid implementation.
4. Agile implementation & scalability
Start with a small-scale pilot to test the model and achieve early success.
Iterative scaling in waves: expanding role definitions, playbooks, and training based on feedback and results.
5. Data-driven monitoring & optimization
Providing direction for setting up KPIs & dashboards linked to customer journeys: from tools to operational impact.
Monitoring, evaluating, and continuously improving journey performance (such as customer inquiries, NPS, cost savings)
You bring
At least 5 years of relevant work experience as a journey management consultant, service designer, or related
Availability of 32-40 hours per week.
A passion for journey management, but also broader expertise in: CX management, service design, or change management.
Strategic thinking: you always connect business goals with customer experience.
Experience with stakeholder management within various organizations.
Proactive, pragmatic attitude: you think big, but start small.
Positive energy and the ability to inspire others.
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CX/Journey Management Consultant in Amsterdam werkgever: Service Design Jobs
Als werkgever biedt Service Design Jobs een stimulerende werkomgeving in Amsterdam, waar samenwerking en innovatie centraal staan. Medewerkers profiteren van flexibele werkuren, mogelijkheden voor professionele groei en een sterke focus op klantgerichtheid, wat bijdraagt aan een betekenisvolle impact op de klantreis. De cultuur is open en ondersteunend, waardoor je als Journey Management Consultant de kans krijgt om je vaardigheden verder te ontwikkelen binnen een dynamisch team.
