Data-Driven CX Journey Architect

Service Design Jobs; Amsterdam; Hybrid; EUR 60,000 - 80,000; Full time

Job summary

Service Design Jobs is seeking a Journey Management Consultant in Amsterdam to guide organizations in monitoring and improving customer journeys with a data-driven approach. You will set goals, manage processes, and lead cross-functional teams while driving adoption of journey-management practices.

The role emphasizes collaboration across consultants, governance, and change management with a strong focus on customer-centric performance. 32–40 hours per week, based in the Netherlands.

Qualifications

• At least 5 years of experience as a journey management consultant, service designer, or related role.
• Strong ability to engage stakeholders and drive cross-department collaboration.
• Experience enabling data-driven monitoring and optimization of journeys.

Responsibilities

• Provide proactive advice on how to achieve customer-oriented goals.
• Plan, manage, and execute journey management processes across teams.
• Apply methodologies like journey mapping, service blueprinting, and service scenarios.
• Set up and test uniform, customer-oriented working methods and tools.
• Guide leadership and teams in change processes toward customer-centric working.
• Train organizations to embed journey management practices.

Skills

Journey management

Stakeholder management

Cross-functional collaboration

Agile implementation

Data-driven decision making

Tools

Dashboards

KPIs

Job description

Service Design Jobs is seeking a Journey Management Consultant in Amsterdam to guide organizations in monitoring and improving customer journeys with a data-driven approach. You will set goals, manage processes, and lead cross-functional teams while driving adoption of journey-management practices.

The role emphasizes collaboration across consultants, governance, and change management with a strong focus on customer-centric performance. 32–40 hours per week, based in the Netherlands.