Consumer Experience Journey Specialist

Plexus Worldwide; Scottsdale (AZ); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Highly rated medical plans

401(k) with company match and vesting

Job summary

Plexus Worldwide in Scottsdale, AZ is seeking a Consumer Journey Specialist to map and improve the end‑to‑end consumer experience—from discovery to win‑back. You will synthesize feedback and data into actionable recommendations and work across Marketing, Digital, Customer Service, Product, and more.

The role focuses on identifying friction, refining journeys, and coordinating initiatives to boost engagement and loyalty. Onsite work with occasional after‑hours expectations is required.

Qualifications

• Bachelor’s degree or equivalent experience in a related field.
• 3+ years in consumer or customer experience, journey mapping, service design, process improvement, or a related function.
• 4+ years preferred with exposure to customer lifecycle management, digital experience, subscriptions, or e‑commerce.

Responsibilities

• Map current and future state journey maps across key consumer lifecycle stages.
• Synthesize feedback, behavior, and metrics into prioritized recommendations and briefs.
• Coordinate with cross‑functional partners to align roadmaps and ownership.
• Track progress, milestones, and impact of journey initiatives.
• Work onsite in Scottsdale, AZ, with occasional evenings, weekends, or holidays.

Skills

Journey mapping

Consumer experience

Service design

Process improvement

Customer insights

Facilitation

Documentation

Influence without authority

Education

Bachelor’s degree in Business/Marketing/Communications/Design

Job description

The Consumer Journey Specialist maps, monitors, and improves the experience consumers have with Plexus, from discovery and purchase through onboarding, product use, reorder, loyalty, advocacy, and win-back. This role connects consumer feedback, behavioral data, and operational insights to reveal friction, document current and future journeys, and recommend practical improvements.Working across teams, the Specialist turns a clear view of the consumer journey into coordinated action that makes it easier for consumers to engage with Plexus at every stage.

Employee Value Proposition

Help shape a growing consumer experience function with a broad view of how people discover, purchase, and use Plexus products. You will bring consumer data and teams together, make the journey visible, and turn insights into improvements that strengthen engagement and loyalty. This role offers the opportunity to influence decisions across Marketing, Digital, Customer Service, Product, Field Development, and other teams.

Key Performance Objectives

Build and maintain clear current and future state journey maps across priority consumer lifecycle stages, identifying pain points, handoff gaps, and moments that matter.

Synthesize consumer feedback, behavior, and experience metrics into prioritized recommendations and actionable briefs for journey improvements.

Partner across functions to align owners, requirements, and roadmaps for improvements from discovery through win-back.

Track the progress and impact of journey initiatives, using new insights to refine priorities and improve the consumer experience.

Performance Accountabilities

Journey Mapping: Develop and update current and future state maps across key consumer lifecycle stages, including channels, touchpoints, handoffs, and moments of truth.

Consumer Insights: Collect and analyze feedback, behavior, operational data, and experience measures to identify recurring friction and emerging opportunities.

Recommendations: Translate findings into concise improvement briefs, project requirements, proposed actions, and clear measures of success.

Cross Functional Collaboration: Facilitate journey reviews and working sessions with Customer Service, Marketing, Digital, Product, Field Development, IT, Operations, Analytics, and other partners.

Roadmap Coordination: Support the prioritization of journey opportunities, maintain action plans, and track owners, milestones, dependencies, and progress.

Launch Readiness: Evaluate how new tools, programs, campaigns, processes, and product experiences affect the consumer journey and support coordinated launches.

Communication: Prepare concise updates and recommendations for leaders and stakeholders, surfacing decisions needed to move improvements forward.

Work onsite in Scottsdale, Arizona, and occasional evenings, weekends, or holidays as business needs require.

Performance Qualifications

Education: Bachelor’s degree in Business, Marketing, Communications, Design, or a related field, or equivalent related experience.

Experience: 3+ years in consumer or customer experience, journey mapping, service design, process improvement, customer insights, or a related business function.

Preferred Experience: 4+ years of relevant experience, including exposure to customer lifecycle management, digital experience, direct selling, subscriptions, e-commerce, or consumer products.

Journey Expertise: Ability to map consumer journeys, identify pain points and handoff gaps, and translate consumer needs and business goals into practical improvements.

Analysis and Execution: Comfort using consumer feedback, operational trends, and performance data to prioritize opportunities, coordinate projects, and follow through on actions.

Communication and Influence: Strong facilitation, documentation, and presentation skills; ability to align partners and influence decisions without direct authority.

Approach: Curiosity, empathy, sound judgment, organization, and attention to journey detail.

About Plexus

Founded in gut health. Experts in microbiome. Plexus Worldwide®, headquartered in Scottsdale, Arizona, is a renowned direct-selling company recognized as a top employer. Over the past 18 years, Plexus has dedicated itself to promoting hope, health, and happiness through its scientifically backed, innovative dietary supplements, weight management products, and personal care products, sold primarily through Plexus Brand Ambassadors. As a six-time Best Places to Work awardee, Blue Zone-approved employer, and an AZ Most Admired Company, Plexus prides itself on its robust organizational culture and commitment to community support and philanthropy. Our team is driven by a shared mission to empower individuals to achieve their health and wellness goals while offering additional income through the sale of products. Join us to be part of a team that values people, innovation, wellness, and community impact.

• Highly rated and competitive medical plans.
• 401 (k) with company match and immediate vesting.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Plexus Worldwide’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.