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Customer Journey Mapping Jobs (NOW HIRING)

Humana

Journey Mapping Lead

$170K/yr

Become a part of our caring community The Journey Mapping Lead oversees and optimizes the member ... Proficiency in customer analytics tools and CRM software. Advanced degree or certification in ...

Humana

Journey Mapping Lead

$170K/yr

Become a part of our caring community The Journey Mapping Lead oversees and optimizes the member ... Proficiency in customer analytics tools and CRM software. Advanced degree or certification in ...

Humana

Journey Mapping Lead

$170K/yr

Become a part of our caring community The Journey Mapping Lead oversees and optimizes the member ... Proficiency in customer analytics tools and CRM software. Advanced degree or certification in ...

Neugart GmbH

Ihr Aufgabengebiet Als Customer Journey Manager (m/w/d) übernehmen Sie folgende Tätigkeiten: ... Sicherer Umgang mit Journey-Mapping-Methoden, Funnel-Modellen und agilen Arbeitsweisen

Entergy

Customer Experience Designer

New Orleans, LA · On-site

Map the Customer Journey: * Collaborate with groups across the Integrated Customer Organization (ICO) and operating companies to deeply understand customer behaviors, needs, and pain points

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Customer Journey Mapping information

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How much do customer journey mapping jobs pay per hour?

As of Sep 13, 2026, the average hourly pay for customer journey mapping in the United States is $18.80, according to ZipRecruiter salary data. Most workers in this role earn between $15.38 and $20.91 per hour, depending on experience, location, and employer.

What is a customer journey mapping?

A Customer Journey Mapping job involves analyzing and visualizing the steps a customer takes while interacting with a company, from initial awareness to post-purchase support. Professionals in this role gather data, identify pain points, and create journey maps to improve customer experience and streamline business processes. They work closely with marketing, sales, and customer support teams to align efforts and enhance customer satisfaction. The goal is to optimize touchpoints, increase engagement, and drive customer loyalty.

What does a customer journey mapping professional do?

A typical day in Customer Journey Mapping involves gathering and analyzing customer feedback, meeting with stakeholders to understand touchpoints, and visualizing customer experiences through journey maps. You may collaborate with marketing, product, and customer service teams to identify pain points and recommend improvements. The role often includes presenting findings, running workshops, and ensuring that customer-centric thinking is embedded in project plans. This dynamic and collaborative environment makes each day both challenging and rewarding as you drive positive change throughout the organization.

What are the key skills and qualifications needed for customer journey mapping?

To thrive in Customer Journey Mapping, you need strong analytical skills, a solid grasp of customer experience concepts, and often a background in marketing, business analysis, or UX. Proficiency with journey mapping tools (like Smaply, Miro, or Lucidchart), CRM systems, and sometimes CX certification are commonly sought. Excellent communication, empathy, and cross-functional collaboration skills help professionals excel in understanding and championing customer perspectives. These qualifications enable you to accurately capture and improve the customer experience, driving satisfaction and business success.

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What are the most commonly searched types of Customer Journey Mapping jobs?

The most popular types of Customer Journey Mapping jobs are:

What states have the most Customer Journey Mapping jobs?

States with the most job openings for Customer Journey Mapping jobs include:

What job categories do people searching Customer Journey Mapping jobs look for?

The top searched job categories for Customer Journey Mapping jobs are:

Customer Journey Mapping jobs near you
Infographic showing various Customer Journey Mapping job openings in the United States as of September 2026, with employment types broken down into 1% As Needed, 78% Full Time, 19% Part Time, and 2% Contract. Highlights an 89% Physical, 1% Hybrid, and 10% Remote job distribution, with an average salary of $39,098 per year, or $18.8 per hour.

Journey Mapping Lead

Remote

Humana
Health Care and Social Assistance • 10K+ employees
Learn more about Humanaexternal

$170K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 9 days ago

Humana rating

8.0

Company rating: 8.0 out of 10

Based on 267 frontline employees who took The Breakroom Quiz

Job description

Become a part of our caring community
The Journey Mapping Lead oversees and optimizes the member and associate experience across all Medicaid technologies and touchpoints. Reporting to the Service Design Principal, you will focus on understanding Medicaid members and associate behavior, mapping their journeys, and implementing strategies to enhance satisfaction, increase loyalty, and help us reduce unnecessary administrative expense. You will collaborate with cross-functional teams to provide a seamless and engaging experience, always keeping the needs of our members and those who serve them top-of-mind.

You will:

Leverage the member and associate personas, develop and maintain journey maps through all touchpoints to visualize and enhance the Medicaid member and associate experience.

Analyze member and associate feedback and behavior to identify pain points and propose opportunities for improvement.

Collaborate with the Enterprise digital team, IT, Medicaid Product Management teams, and support teams to develop strategies that improve the member and associate experience.

Implement member and associate experience programs and monitor their effectiveness through key performance indicators (KPIs).

Conduct workshops and training sessions to educate Medicaid Team members on important journeys and proposals for enhancing journeys.

Use data analytics tools to assess Medicaid Member and associate engagement and satisfaction metrics.

Stay updated on industry trends and best practices to improve the Medicaid member and associate journey.

Lead projects aimed at optimizing Medicaid Member touchpoints and improving retention rates.

Facilitate regular meetings to discuss insights and strategies for improving the Medicaid member and associate experience.


Use your skills to make an impact

Required Qualifications:

5+ years of experience in at least two of the following: journey mapping, service design, experience design, and/or project management

A bachelor's degree in business, marketing or related field, or equivalent workplace experience.

Experience managing 2 projects across 4 departments simultaneously

Preferred Qualifications:

Proficiency in customer analytics tools and CRM software.

Advanced degree or certification in customer journey management

Interview Format

As part of our hiring process for this opportunity, we will be use an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

Work at Home Requirements: To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.


$115,200 - $158,400 per year


This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, "Humana") offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.Application Deadline: 09-08-2026
About us
About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health - delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer atHumana.comand atCenterWell.com.


Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

What Humana employees say

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Benefits

Hours and flexibility

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About Humana

Sourced by ZipRecruiter

Humana Inc., headquartered in Louisville, KY., is a leading health care company that offers a wide range of insurance products and health and wellness services that incorporate an integrated approach to lifelong well-being. By leveraging the strengths of its core businesses, Humana believes it can better explore opportunities for existing and emerging adjacencies in health care that can further enhance wellness opportunities for the millions of people across the nation with whom the company has relationships.

Industry

Health care and social assistance

Company size

10,000+ Employees

Headquarters location

Louisville, KY, US

Year founded

1961

Social media

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