Sr. Customer Journey Designer

Please Note: This is a Utah-based hybrid position which will require some regular in-office days each week. Additionally, employment with BambooHR is contingent on passing both a background and credit check. 

AI at BambooHR
At BambooHR, we’re all about setting people free to do great work, and we believe AI is a powerful partner in that mission. We’re leaning into intelligent tools to streamline our workflows, giving us more time for high-impact innovation. We look for curious, forward-thinking people who are ready to explore how AI can elevate their work and help us reimagine the future of HR.

Essential Job Duties

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:

Implement Service Design at Scale

• Evolve future state journey and service models with a focus on operationalization and performance.
• Define channel roles, cross channel handoffs, routing logic, and success criteria by segment.
• Ensure service design decisions reflect capacity realities and economic sustainability.

Optimize Lifecycle and Cost to Serve

• Identify cost to serve drivers across onboarding, adoption, support, education, and renewal.
• Increase digital resolution and improve channel utilization through intentional orchestration.
• Partner with Analytics to measure impact on adoption, CSAT, time to value, and cost to serve.

Orchestrate and Operationalize Journeys

• Build triggers, interventions, and workflows using tools such as Pendo, Gainsight, and automation platforms.
• Operationalize service blueprints in partnership with Support, Education, Knowledge Governance, and Product teams.
• Contribute to broader journey design initiatives with a strong operational and economic lens.

Influence Across the Company

• 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.

What Success Looks Like

• Reduced cost to serve across priority segments.
• Stronger digital enablement and cross channel performance.
• Improved adoption, onboarding success, and time to value.
• Service models that are customer centered and operationally sound.

What You Need to Get the Job Done

• 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.

This is a senior IC role for someone who believes service design should improve real performance across the lifecycle and wants to help BambooHR scale thoughtfully as we accelerate our Customer Experience vision.

What You'll Love About Us

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