CX Journey Research & Service Designer

Job Description

Job Description

Ready to take your career Global?

The CX Journey Research & Service Designer is part research translator, part systems thinker, part facilitator, and part professional problem solver. You'll help teams see where the experience is breaking down, where customers are doing too much work, where internal handoffs are creating friction, and where we have real opportunities to design something better.

You do not need to be the loudest person in the room, but you do need to be curious, organized, comfortable asking good questions, and able to bring people along when the answer is not simple. If you like making complex things clearer, finding patterns in customer stories, and helping teams move from "we think this is the problem" to "here is what we know and what we can do next," this role will probably feel like home.

What you'll own:

• Facilitate and lead journey mapping workshops, stakeholder conversations, and customer interviews so we understand the journey from both sides: how touchpoints are delivered inside the business, where friction is showing up, and what customers are experiencing.
• Bring together insights from interviews, surveys, VoC data, support themes, product inputs, operational context, and stakeholder conversations so we are not looking at the customer experience through just one lens.
• Manage project timelines, deliverables, and follow-through so the work keeps moving even when there are multiple stakeholders, shifting priorities, and a lot of moving parts.
• Create customer journey maps, service blueprints, ecosystem maps, and related artifacts that show what customers are trying to do, where things get hard, what they are feeling or needing, and what is happening behind the scenes to shape that experience.
• Identify critical pain points, experience gaps, moments that matter, and recurring themes across customer journeys, then translate findings into prioritized opportunities for experience improvement.
• Help cross-functional partners see the full experience, including the front-stage customer journey and the backstage systems, processes, ownership, tools, and dependencies that make the experience better or worse.
• Help connect journey insights to practical recommendations, roadmap conversations, process improvements, communication needs, training opportunities, product changes, or measurement plans.
• Partner with CX leadership to co-create future-state experience views that support alignment around customer needs and business priorities.
• Work closely with the manager to determine how improvements should be measured over time, including relevant CX metrics such as NPS, CSAT, CES, retention, loyalty, customer effort, operational performance indicators, and financial impact.
• Help build and evolve repeatable journey mapping and service design practices in close partnership with the manager-including templates, documentation, standards, and ways of working that help us scale without reinventing the wheel every time.

What you bring?

• 4+ years of experience in customer experience, service design, UX research, product research, process improvement, insights, or a similar role.
• 3+ years of experience creating journey maps, service blueprints, ecosystem maps, process maps, or other tools that help people understand complex experiences.
• 2+ years of experience facilitating and leading journey mapping workshops, internal discovery interviews, and customer interviews.
• Experience using tools such as Figma/FigJam, Miro, LucidChart, TheyDo, Cemantica, Journey Track, or similar collaboration and design platforms.
• Strong ability to synthesize messy inputs into clear themes, patterns, insights, and opportunities.
• Experience working with both qualitative and quantitative information, including interviews, open-ended feedback, survey data, operational inputs, and stakeholder perspectives.
• A solid understanding of customer experience principles, human-centered design, and the ways customer pain points connect to business outcomes.
• Ability to ask thoughtful questions, listen to what is said and unsaid, and help teams get underneath surface-level problems.
• Strong collaboration and facilitation skills, especially with cross-functional groups that may not always see the experience the same way.
• Ability to communicate clearly through writing, visuals, working sessions, and recommendations that feel practical instead of theoretical.
• Strong project management skills and the ability to keep work moving across competing priorities, incomplete information, and multiple stakeholders.
• Bachelor's degree in a related field (e.g. UX, Human-Centered Design, Psychology, Sociology, etc.) or equivalent experience.

It's a bonus if you have the following!

• Experience in Payments, FinTech, SaaS, POS systems, or other complex customer-facing technology environments.
• Experience working with SMB, merchant, partner, or enterprise customer journeys.
• Experience facilitating design thinking sessions and stakeholder alignment conversations.
• Familiarity with VoC programs, survey analytics, qualitative coding, customer interviews, text analytics, or mixed-methods research.
• Comfort connecting customer journey insights to roadmap decisions, operational improvements, support strategies, product changes, training, or customer communications.
• A practical, grounded view of what teams can realistically act on - with enough optimism to push for better and enough realism to make the recommendations useful.

Compensation:

Annual Salary Range: $70,000-$80,000

Our perks - what we'll bring for you:

• A competitive salary and benefits package that recognizes your contribution
• Opportunities to grow your skills and build your career within a global business
• Access to learning, development and on-the-job experiences that expand your expertise
• A supportive, inclusive team environment where your ideas and input matter
• Time to give back through community and charity initiatives
• A global employee assistance program to support your wellbeing
• Recognition through a global platform that celebrates your achievements.
• https://jobs.globalpayments.com/en/why-global-payments/benefits/

About the Team:

Our inclusive and global teams win together every day. We're proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections - it's unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.

What makes a Globalpayer?

Globalpayers think like a client, act like an owner and win as one team. We're curious and innovative - always finding better ways to deliver impact. We empower each other to make decisions, and it's our passion that drives excellence in everything we set out to do. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.

Does this sound like you? Apply now to take your career global!

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Candidates and applicants are advised they may redact age information from requested items like transcripts, resumes, and certificates attached to their application for positions that can be performed in Colorado.

EEOC Statement

Global Payments is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here.

If you are made a conditional offer of employment and will be working in the United States, you will be required to undergo a drug test. In developing this job description care was taken to include all competencies and requirements needed to successfully perform the position. Reasonable accommodations will be provided for individuals with qualified disabilities both during the hiring process, as well as to allow the individual to perform the essential functions of the job, if hired.

Washington Candidates: Click here for information on the Fair Chance Act.

CX Journey Research & Service Designer

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