At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.
Job Description
This role focuses on uncovering deep customer insights and translating them into tangible experience improvements. Using human-centered design methods, the Customer Journey & Ideation Manager maps end-to-end journeys, facilitates ideation sessions, and creates service blueprints that visualize how the customer experience should evolve. Their work is bottom-updriven by user research, pain point analysis, and co-creationto inform internal teams on how to improve touchpoints, services, and digital experiences. Success is measured by how well these designs are adopted and embedded into product, service, or process enhancements that lead to improved customer satisfaction and usability.
Duties And Responsibilities
- Customer Journey Mapping & Diagnostic Modeling: Lead the visualization of as-is and to-be customer journeys across multiple touchpoints and functions. Use structured methods such as service blueprinting and experience mapping to identify friction points, gaps, and engagement breakdowns.
- Stakeholder Research & Persona Development: Conduct interviews, working sessions, and data reviews to develop insights-rich customer personas and pain point narratives. Work closely with client stakeholders and internal domain experts to surface behavioral patterns and user needs.
- Opportunity Identification & Strategic Framing: Translate journey insights into prioritized opportunity areas using frameworks such as JTBD, 5 Whys, and Design Thinking. Collaborate with internal teams to define solution pathways that align with Globe's capabilities and client transformation goals.
- Deliverable Development & Strategic Packaging: Own the creation of high-quality visual and analytical deliverables, including journey maps, heatmaps, service blueprints, and executive strategy decks. Ensure materials are designed for clarity, actionability, and executive resonance.
- Cross-Functional Collaboration & Insight Translation: Work alongside Product, Marketing, and CX teams to validate insights and co-develop solution hypotheses. Translate customer pain points into actionable briefs for downstream execution teams.
Requirements
- 46 years total experience
- Minimum 24 years in strategy consulting, CX design, or transformation roles
- Experience working directly with clients across industries
- Working knowledge of end-to-end customer experience lifecycles
- Proficiency in framing customer problems into strategic opportunities
- Bachelor's degree in Business, Industrial Engineering, UX Design, or related field
Equal Opportunity Employer
Globe's hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.
Globe's Diversity, Equity and Inclusion Policy Commitment can be accessed here
Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.
