Senior Customer Journey Consultant
5+ Month W2 Contract
San Fransisco, CA (hybrid)

Here's how you'll become a key player with this opportunity:

Adobe’s Integrated Customer Experience (ICX) team unifies frontline Sales and Support, serving as the first point of contact for customers. As a Senior Customer Journey Consultant (contractor), you'll own workstreams within high-impact strategic initiatives that shape how customers experience Adobe across channels. You will lead journey mapping, problem structuring, root cause analysis, and data-driven recommendations, and you will drive alignment with senior stakeholders to translate insights into measurable business outcomes.

You’ll collaborate with stakeholders across Sales & Support Delivery, Business Operations, Product Management, Customer Data Insights & Analytics, and FP&A to evaluate current state experiences and new concepts.​

Here’s how you’ll make an impact on the team:

• Frame and structure complex experience problems, develop hypotheses, and research plans to trace root causes.
• Map and diagnose current customer journeys to uncover pain points and opportunity areas, leveraging both qualitative and quantitative research.
• Facilitate mystery shopper exercises, conduct interviews and discovery sessions, and drive best-in-class customer insight practices.
• Synthesize research into actionable business strategies and present recommendations to leadership and cross-functional teams.
• Develop models or benchmarking comparisons to support business case development and strategic decision-making.
• Ensure alignment and collaboration with analytics, design, and operational partners to drive implementation of recommended solutions.​

Here’s what you’ll need to be successful in this role:

• 5–7 years in customer experience strategy, management consulting, or a highly analytical role, with a track record of driving cross-functional, customer-focused initiatives from insight to execution.
• Demonstrated expertise in journey mapping, qualitative and quantitative analysis, and root cause identification across multi-channel, multi-touchpoint experiences.
• Process design and optimization background (experience and/or education/training/certifications).
• Multi-swim-lane systems, data, people, process flow documentation experience/expertise. 
• Excellent communication and visual storytelling skills, with the ability to persuade and influence across teams.
• Exposure to UX/UI design, service design, or experience benchmarking is preferred.

Pay Range: 

$70.00 - $76.64/hour

Benefits That Matter to You: 

• NextDeavor offers health, vision and dental benefits for contract employees
• Paid sick leave eligibility is contingent on state of residence
• Optional 401k Plan (excludes employer match)

Ready to take the next step? Apply today and be part of a team that transforms businesses and fuels growth!

Apply with Pioneers here <https://nextdeavor.thepioneers.ai/jobs/51bf543a--senior-customer-journey-consultant>!