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Customer Journey Mapping Jobs (NOW HIRING)

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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Customer Journey Mapping information

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How much do customer journey mapping jobs pay per hour?

As of Jul 31, 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, 19% Part Time, and 3% Contract. Highlights an 94% Physical, 1% Hybrid, and 5% Remote job distribution, with an average salary of $39,098 per year, or $18.8 per hour.

Job Title: Contingent Digital Experience Journey Mapping Lead

Advent Global Solutions, Inc.

Atlanta, GA • On-site

$160K/yr

Other

Posted 8 days ago

Job description

Job Title: Contingent Digital Experience Journey Mapping Lead

Location: Atlanta, GA 30328

Duration: 12 Months

Employment Type: W2 Contract

Work Schedule: Monday Friday | 8:00 AM 5:00 PM

Job Summary

We are seeking a Digital Experience Journey Mapping Lead to establish and scale customer journey mapping as a core organizational capability. This strategic, hands-on role will serve as the subject matter expert (SME), partnering with UX, Content Strategy, Research, and Digital teams to design customer-centric experiences driven by journey insights.

The ideal candidate will define journey mapping standards, develop scalable methodologies, mentor cross-functional teams, and recommend tools that integrate journey mapping into everyday digital experience workflows.

Key Responsibilities

Journey Mapping Leadership

  • Establish enterprise-wide standards, governance, and methodologies for customer journey mapping.
  • Develop scalable, repeatable processes for creating, maintaining, and activating journey maps.
  • Connect journey insights to digital experience design, content strategy, personalization, and performance measurement.

Experience Design Enablement

  • Train and mentor UX designers, content strategists, and digital teams on journey-led experience design.
  • Lead workshops, coaching sessions, and knowledge-sharing initiatives.
  • Develop templates, playbooks, and best practices to embed customer journey thinking across the organization.

Customer Experience Strategy

  • Partner with UX, Research, Content, and Digital Experience teams to translate journey insights into actionable experience improvements.
  • Recommend content structures, design patterns, messaging strategies, and personalization opportunities.
  • Ensure digital experiences align with customer-first journey principles.

Journey Mapping Tools & Technology

  • Evaluate and recommend journey mapping platforms and collaboration tools.
  • Partner with analytics and research teams to implement and optimize journey mapping solutions.
  • Support adoption, governance, and ongoing training for journey mapping tools.

Cross-Functional Leadership

  • Act as the journey mapping SME across Marketing, Digital, Analytics, Operations, Research, and Customer Experience teams.
  • Facilitate cross-functional workshops to identify pain points, opportunities, and moments that matter.
  • Influence strategic planning by ensuring customer insights drive prioritization and decision-making.

Insights & Performance Measurement

  • Collaborate with Analytics, Voice of Customer (VoC), and Research teams to integrate qualitative and quantitative insights.
  • Define journey-level KPIs and success metrics aligned with business objectives.
  • Maintain and continuously improve journey maps as new customer insights emerge.

Required Qualifications

  • 6 10+ years of experience in UX, CX, Digital Strategy, Service Design, or Experience Design.
  • Proven experience leading or scaling enterprise customer journey mapping initiatives.
  • Strong facilitation, stakeholder management, communication, and coaching skills.
  • Experience developing frameworks, governance models, standards, or operating models.
  • Hands-on experience with journey mapping and collaborative design tools (e.g., Miro, Figma, Smaply, Lucidchart, or similar).
  • Strong ability to influence cross-functional teams and drive customer-centric transformation.

Apply