Sr. Customer Journey Designer

7+ years in service design, journey design, CX strategy or operations, or a related field.

Expertise in journey mapping, service blueprinting, and translating insights into operationalized experiences.

Hands on experience with orchestration and analytics tools such as Gainsight, Pendo, or similar platforms.

Ability to connect service design decisions to business outcomes, including cost to serve.

Proven cross functional influence without formal authority.

Clear, structured communication that drives alignment and execution.

BambooHR is expanding how we serve customers across digital and AI assisted channels, one to many education, human driven support, and paid services. As we introduce more ways to deliver value, we need intentional service design to ensure these experiences scale, work together, and remain economically sustainable.

We are seeking a senior individual contributor to operationalize our end to end service ecosystem. The primary outcome of this role is optimizing cost to serve across the customer lifecycle while strengthening adoption, time to value, and overall experience.

You will translate journey audits and insights into service blueprints, routing logic, and orchestrated experiences across digital, one to many, one to one, and paid channels. This role partners cross company to embed scalable, measurable service design into how we operate.

You will:

Align Product, CX, Support, Marketing, Education, and Data around lifecycle strategies.

Frame tradeoffs across experience, complexity, and cost to serve.

Provide clear briefs and models that support strong decision making.

A

Great Company Culture