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Customer Journey Mapping Jobs (NOW HIRING)

Verint

CS Journey & Programs Specialist

Design, document, and continuously refine Verint's customer journey maps, defining lifecycle stages, critical moments of truth, expected customer outcomes, and the appropriate digital/human ...

AutoNation

$106K/yr

Develop and maintain customer journey maps that document lifecycle stages, key moments, customer needs, pain points, and opportunity areas. * Support the development of journey strategies by helping ...

AutoNation

$106K/yr

Develop and maintain customer journey maps that document lifecycle stages, key moments, customer needs, pain points, and opportunity areas. * Support the development ofAfter-Salesjourney strategies ...

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How much do customer journey mapping jobs pay per hour?

As of Jul 14, 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 customer journey mapping?

Customer journey mapping is a process used by professionals in roles like customer experience or marketing to visualize and understand the steps a customer takes when interacting with a company or product. It helps identify pain points and opportunities for improving the customer experience by analyzing touchpoints across channels and stages.

What is a Customer Journey Mapping job?

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 are the key skills and qualifications needed to thrive in the Customer Journey Mapping position, and why are they important?

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.

What does a typical day look like for a professional specializing in Customer Journey Mapping?

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 5 phases of customer journey mapping?

The five phases of customer journey mapping are: 1) Research and understanding customer needs, 2) Creating customer personas, 3) Mapping the current customer journey, 4) Identifying pain points and opportunities, and 5) Designing and implementing improvements. Customer journey mapping helps professionals visualize customer interactions and enhance user experience by analyzing each phase of engagement.

What is the highest paying job in customer service?

In customer service, roles such as Customer Service Director or Customer Experience Manager tend to be the highest paying, often earning six-figure salaries. These positions require extensive experience, leadership skills, and often involve overseeing large teams or strategic initiatives.

Is map making still a job?

Customer Journey Mapping is a recognized role in user experience and marketing teams, involving creating visual representations of customer interactions to improve service and engagement. The job typically requires skills in data analysis, empathy, and tools like flowcharts or mapping software, and it remains relevant in many industries focused on customer experience optimization.
More about Customer Journey Mapping jobs
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 July 2026, with employment types broken down into 78% Full Time, 20% Part Time, and 2% Contract. Highlights an 90% Physical, 1% Hybrid, and 9% Remote job distribution, with an average salary of $39,098 per year, or $18.8 per hour.
CS Journey & Programs Specialist

CS Journey & Programs Specialist

Verint

Remote

Full-time

Re-posted 15 days ago

Job description


Overview of Job Function
The CS Journey & Programs Specialist is responsible for designing and operationalizing Verint's customer journey framework and building the stage-specific resources that Customer Success Managers use to deliver consistent, outcome-focused engagements. This role translates journey architecture into practical toolkits, visual and multimedia resources, and scalable assets that serve both Named CSMs and Verint's long-tail customer base.
This is a hands-on individual contributor role that blends strategic thinking with creative execution. You will own the journey map as a living artifact, build adoption toolkits tied to each lifecycle stage, and produce lightweight multimedia resources that help CSMs and customers move through critical moments of truth. You will work cross-functionally with Product, Marketing, and Sales while keeping the voice and perspective firmly rooted in Customer Success.
Principal Duties and Essential Responsibilities
Customer Journey Mapping & Framework Ownership
  • Design, document, and continuously refine Verint's customer journey maps, defining lifecycle stages, critical moments of truth, expected customer outcomes, and the appropriate digital/human engagement blend at each stage.
  • Translate journey maps into stage-gate criteria and triggers that CSMs use to assess customer health, determine next actions, and identify escalation points.
  • Partner with Customer Success leadership to validate journey frameworks against real customer data and field feedback from CSMs.
  • Maintain the journey framework as a living document, incorporating changes driven by new product launches, segmentation shifts, or evolving CS strategy.

Adoption Toolkits & CSM Resources
  • Build and maintain adoption toolkits tied to specific journey stages, packaging technical documentation, best practices, and use-case guidance into formats CSMs can deliver directly to customers.
  • Develop CSM-ready assets for onboarding, adoption, value realization, expansion, and renewal preparation that drive consistency across the Named CSM team.
  • Curate and repackage existing product, sales, and marketing materials into a unified Customer Success perspective, ensuring resources are practical, current, and easy to consume.
  • Create scalable resources for the Digital CS team, adapting Named CSM toolkits into self-service formats suitable for tech-touch segments.

Multimedia & Visual Resource Development
  • Produce lightweight video and visual resources such as product walk-throughs, webinar promotions, feature highlight clips, and FAQ explainers by synthesizing technical documentation and SME input.
  • Develop and manage a resource calendar that aligns multimedia production with product releases, seasonal renewal cycles, and CS campaign priorities.
  • Own the voice, tone, and visual consistency of all customer-facing CS resources to ensure clarity, accuracy, and alignment with Verint's brand standards.

Cross-Functional Coordination
  • Forge working relationships with Product, Marketing, and Sales to stay ahead of releases, messaging shifts, and go-to-market changes that impact the customer journey.
  • Collaborate with Marketing on customer-facing communications to ensure CS resources complement (not duplicate) existing marketing assets.
  • Partner with the Sr. Manager, Value & CS Programs to align resource development priorities with broader CS objectives, playbook requirements, and value framework initiatives.

Measurement & Iteration
  • Define and track usage and effectiveness metrics for journey assets, toolkits, and multimedia resources to inform iteration priorities.
  • Gather structured feedback from CSMs on resource quality, gaps, and field applicability to drive continuous improvement.

Minimum Requirements
  • Bachelors degree in a related field or equivalent experience.
  • 5+ years of experience in Customer Success, Customer Success Operations, Customer Education, or a related function within a B2B SaaS or enterprise software environment.
  • Demonstrated experience designing or operationalizing customer journey maps or lifecycle frameworks.
  • Strong writing, editing, and storytelling skills with the ability to translate technical material into clear, customer-friendly resources.
  • Experience producing lightweight video or multimedia assets (scripting, recording, basic editing); full production expertise not required.
  • Experience working with CRMs (Salesforce), CSPs (Totango), or similar platforms.
  • Ability to manage multiple concurrent projects and stakeholders in a matrixed organization.
  • Proactive, self-directed working style with a bias toward execution.
  • Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, and credit/drug screening where applicable.

Preferred Requirements
  • Experience building adoption programs, onboarding toolkits, or lifecycle-stage resource libraries for Customer Success teams.
  • Familiarity with digital/scaled CS motions and creating self-service resources for tech-touch customer segments.
  • Experience supporting enterprise or complex B2B Customer Success organizations with multi-product portfolios.
  • Comfort working across departments (Product, Marketing, Sales) without direct authority.

About the Team
Verint Systems Inc. is an equal opportunity employer and is committed to maintaining a workplace free from discrimination, retaliation, and sexual and any other form of harassment. Verint has a zero-tolerance policy against any form of discrimination, retaliation, or harassment including sexual harassment or any other form of harassment based on race, color, religion, sex, age, national origin, genetic information, disability, veteran status, and any other classification or characteristic protected by applicable federal, state or local laws. Verint operates in accordance with all anti-discrimination laws and affords equal opportunities to employees and applicants without regard to any characteristic or protected class in our hiring, promotion and termination practices.
For US Applicants
2025 Benefits Offering
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About Verint Systems

Sourced by ZipRecruiter

Verint Systems is a renowned tech firm in the action-centric intelligence segment based in Melville, NY. It leverages customer engagement and cyber intelligence to extract actionable insights from vast quantities of data. The company, founded in 2002, has since secured its spot in the IT and tech industry by delivering innovative and effective solutions tailored for its clients' needs. Known for their customer engagement service, voice of the customer (VoC) software, risk and compliance solutions, and fraud prevention services, they serve many business sectors. Verint's mission is to create a safer world by providing actionable intelligence that empowers organizations to prevent security threats and improve customer engagement.

Industry

It services

Company size

5,001 - 10,000 Employees

Headquarters location

Melville, NY, US

Year founded

1994

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