Journey Mapping Lead

For our client, we are seeking a Journey Mapping Lead to join the team of a leader in the Healthcare space.

This role will guide the design and continuous improvement of end-to-end patient and employee journeys across a healthcare environment. The position will partner closely with cross-functional teams to identify friction points, shape improvement strategies, and strengthen engagement, satisfaction, and retention outcomes. The ideal candidate will bring a blend of journey mapping, service design, project leadership, and data-driven decision-making to improve the overall experience.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $115,200 – $158,400 annually

Responsibilities

• Leverage member and associate personas to enhance journey mapping
• Analyze feedback to identify pain points and improvement opportunities
• Collaborate with teams to develop strategies for better member and associate experience
• Implement experience programs and track effectiveness through KPIs
• Conduct workshops to educate team members on key journeys
• Use data analytics tools to assess engagement and satisfaction metrics
• Lead projects to optimize Medicaid member touchpoints and improve retention

Qualifications

• 5+ years of experience in journey mapping, service design, experience design, and/or project management
• Bachelor's degree in business, marketing, or a related field, or equivalent experience
• Proven ability to manage multiple projects across different departments
• Proficiency in customer analytics tools and CRM software preferred
• Advanced degree or certification in customer journey management preferred

Benefits

• Medical, dental, and vision benefits
• 401(k) retirement savings plan
• Paid time off and company holidays
• Paid parental and caregiver leave
• Short-term and long-term disability
• Life insurance
• Focus on whole-person well-being with various wellness opportunities

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.