[Remote] Senior Customer Journey Consultant

Note: The job is a remote job and is open to candidates in USA. Adobe is a well-established corporation seeking a Senior Customer Journey Consultant to enhance customer experiences across channels. The role involves owning workstreams within high-impact initiatives and collaborating with various teams to translate insights into measurable outcomes. Responsibilities • Frame and structure complex experience problems; develop hypotheses and research plans to trace root causes • Map and diagnose current customer journeys to identify pain points and opportunities using qualitative and quantitative research • Facilitate mystery shopper exercises, conduct interviews and discovery sessions, and drive customer insight practices • Synthesize research into actionable strategies and present recommendations to leadership and cross-functional teams • Develop models or benchmarking comparisons to support business cases and strategic decisions • Ensure alignment with analytics, design, and operational partners to drive implementation of solutions Skills • 5–7 years in customer experience strategy, management consulting, or a highly analytical role with cross-functional delivery 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) • Experience documenting multi-swim-lane systems, including data, people, and process flows • Excellent communication and visual storytelling skills; ability to persuade and influence across teams • Exposure to UX/UI design, service design, or experience benchmarking Benefits • Health, vision and dental benefits for contract employees • Paid sick leave eligibility is contingent on state of residence • Optional 401k Plan (excludes employer match) • 401(k) • Dental insurance • Health insurance • Vision insurance Company Overview • Adobe is a software company that provides its users with digital marketing and media solutions. It was founded in 1982, and is headquartered in San Jose, California, USA, with a workforce of 10001+ employees. Its website is Company H1B Sponsorship • Adobe has a track record of offering H1B sponsorships, with 1160 in 2025, 1217 in 2024, 750 in 2023, 878 in 2022, 742 in 2021, 477 in 2020. Please note that this does not guarantee sponsorship for this specific role. Apply tot his job Apply tot his job