Principal Journey Manager and Experience Researcher ( US / Canada, Remote)

Own discovery and journey work for digital-first customer touchpoints, using generative research methods and journey management to deliver insight reports that shape roadmaps. Create and maintain end-to-end persona-based journeys, connect insights to journeys in a journey management platform, and partner cross-functionally (CX, research, analytics, product teams) to refine experience metrics and VOC. Lead rapid experimentation (including AI-assisted research) and communicate findings to executives through journey maps, prototypes, and service design artifacts.