Job Details

Contract consulting role for experienced CX Journey Mapping specialist.

Client requirements:

• Hybrid onsite: 3 days/week in Minneapolis area
• W2 hourly only (no corp to corp - no c2c)
• Work authorization: US Citizen orGC holder

The Customer Journey Specialist supports the design, delivery, and ongoing improvement of customer and employee journeys. This role partners with Journey Owners and cross-functional teams to create and maintain journey artifacts, facilitate journey workshops, and help ensure experience improvements move from planning through delivery and measurement.

• Create, maintain, and update journey maps, personas, and related artifacts.
• Ensure journey documentation reflects customer insights and business priorities.
• Plan, schedule, facilitate, and document journey and ideation workshops.
• Track follow-up actions and support delivery of agreed experience improvements.
• Collaborate with Journey Owners, Product, UX, and other teams to apply journeys in day-to-day work.
• Support journey measurement planning and monitor key metrics and outcomes.
• Identify opportunities to improve CX tools, templates, and ways of working.
• Stay current on customer experience and journey management best practices.

Required Qualifications

• Experience in customer journey mapping, customer experience, or similar roles.
• Strong facilitation, communication, and documentation skills.
• Familiarity with agile ways of working.
• Experience using journey mapping tools (e.g., Miro, Lucidchart, TheyDo).
• Strong organizational skills and attention to detail.
• Ability to work effectively with cross-functional teams.

Preferred Qualifications

• Background in experience design, service design, or product management.
• Experience with user research or usability testing.
• Relevant certifications (CX, Agile, Product, or Scrum).

ITR Group offers a competitive compensation and benefits package, including medical, dental, and 401(k) for eligible employees. The W2 pay range for this type of role is approximately $45.00 - $55.00 per billable hour. This range is an estimate and not a guarantee of compensation. The final rate will be determined by factors such as experience, market trends, and specific job assignments. Discover more about how ITR Group connects top talent with leading client opportunities.