Principal Journey Experience Owner

Job Description

Proactively manages and measures experience lifecycle from conception to implementation, iteration, and maintenance, optimizing the outcome for the product/experience while prioritizing work and communicating with stakeholders to ensure delivery of experience expectations across all customer segments and channels.

What You'll Do

• Consult with senior leaders across the company on components of process transformation and value stream management aligning the focus of stakeholders towards a unified experience that serves members’, employees’, and business’ needs.

• Lead business and journey owners through solving large, complex and/or ambiguous business problems while connecting end to end processes together. Delivering an efficient and compliant end to end experience.

• Manage and lead large complex and difficult projects using Six Sigma methodology or human centered design methodology anchored in the process architecture framework and experience journeys. This may include the project leadership of other process improvement professionals.

• Provide informal team leadership, including recommendations and reporting on sub-team workload and prioritization.

• Ensure ongoing documentation and process certification and experience(s) which includes control plans, understanding the tools used in the respective process or experience, identification, and measurement of metrics for success and adherence to applicable regulatory guidelines.

• Leverage an understanding of the corporate strategy and business landscape to identify Business Process Management opportunities to link business objectives to process management strategy.

• Define and implement process guardrails, standards, and design principles to guide process improvement and transformation efforts.

• Lead current-state process analysis to assess performance, identify pain points, and uncover root causes of inefficiencies.

• Provide strategic direction and structure for process redesign initiatives, including decision criteria, documentation standards, and playbook frameworks.

• Apply value assessment methodologies to evaluate, quantify, and communicate the business and experience impacts of prioritized initiatives.

• Provide periodic training, coaching, and knowledge-sharing support to promote process excellence methodologies and foster a culture of continuous improvement across the organization.

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What You Bring

• Bachelor's degree or advanced degree (where required)

• 8+ years of experience in customer experience, process, or experience design

• In lieu of degree, 10+ years of experience in related field

• Lean Six Sigma Green Belt or higher certification required, with Black Belt certification strongly preferred.

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