Customer Journey Architect

OGE Energy Corp.; Oklahoma City (OK); On-site; USD 72,000 - 96,000; Full time

Job summary

OGE Energy Corp. seeks a Customer Journey Manager to optimize the end-to-end customer experience across journeys. You will map journeys, champion customer-centric solutions, and lead cross‑functional efforts to deliver measurable improvements.

You will analyze feedback, synthesize insights, and present actionable recommendations to senior leadership, shaping longer‑term CX roadmaps and strategic priorities. Candidates should have a strong background in journey mapping and process improvement.

Qualifications

• Experience in customer experience, journey mapping, and process improvement.
• Strong written and verbal storytelling for executive audiences.
• Ability to manage cross-functional projects and influence without authority.

Responsibilities

• Review end-to-end journeys to analyze behaviors, motivations, and pain points.
• Lead creation of journey maps capturing the customer voice.
• Document journey information to support optimization and best practices.
• Apply expertise to implement scalable optimizations across functions.
• Analyze feedback, identify trends, and enhance the experience.
• Aggregate data to uncover large-scale opportunities for decision‑making.
• Develop recommendations for senior leadership and roadmaps.
• Lead projects defining needs and recommending process improvements.
• Develop cost‑benefit analyses to sustain momentum.
• Monitor journey performance using KPIs, OKRs, and NPS.

Skills

Journey mapping

Process improvement

Stakeholder management

Data analytics

Communication

Education

Bachelor's degree in Business/Marketing/Communications or related field

Job description

OGE Energy Corp. seeks a Customer Journey Manager to optimize the end-to-end customer experience across journeys. You will map journeys, champion customer-centric solutions, and lead cross‑functional efforts to deliver measurable improvements.

You will analyze feedback, synthesize insights, and present actionable recommendations to senior leadership, shaping longer‑term CX roadmaps and strategic priorities. Candidates should have a strong background in journey mapping and process improvement.