Journey Management Specialist - Customer Journey & Intelligence

Alberta Blue Cross is an Alberta based organization dedicated to delivering exceptional customer experience and community leadership. We’re committed to providing the best health coverage to over 1.8 million members and take an active role in promoting wellness. We believe in what we do—and place trust in our employees to deliver our vision.

Working at Alberta Blue Cross means having a career where you’ll be recognized for your contributions. We value diversity, encourage our team members to maintain a healthy work-life balance and provide opportunities for career growth.

OVERVIEW

We are seeking a Journey Management Specialist to help improve how customers experience Alberta Blue Cross services across channels.

In this role, you will lead customer journey work for priority services - bringing together customer insights, data, and collaboration across teams to identify opportunities for improvement. You will partner closely with stakeholders from across business areas including our Experience and Enablement, Product, Architecture and IT teams, to enable practical, insight‑driven improvements that support service outcomes.

This position is well suited to someone who enjoys facilitation, problem‑solving, and helping teams see and improve the customer experience end‑to‑end.

WHAT YOU WILL DO

Customer journey management

• Create and maintain end‑to‑end customer journey maps and service blueprints for priority journeys.
• Identify customer pain points, moments that matter, dependencies, and handoffs across services and channels.
• Keep journey documentation current as services, processes, or digital capabilities evolve.

Service Design & Experience Improvement

• Apply service design and human‑centered design methods to improve customer experiences.
• Facilitate collaborative workshops and working sessions with cross‑functional teams.
• Translate insights into practical experience and process improvement opportunities.

Insights & measurement

• Analyze qualitative and quantitative customer data, including feedback, surveys, interviews, and usage data.
• Synthesize insights to identify patterns and opportunities at the journey and touchpoint level.
• Support journey‑level experience measurement and reporting over time.

Enablement & collaboration

• Enable teams to adopt journey thinking by providing tools, templates, and practical guidance.
• Partner with digital, product, operations, and service delivery teams to support shared outcomes.

WHAT YOU WILL HAVE

You have

• A degree in business, data science, social sciences, design, technology, or a related field—or an equivalent combination of education and experience.
• 3–5 years of experience in customer journey management, service design, human‑centered design, or customer experience.
• Experience working with cross‑functional teams in medium‑to‑large organizations.
• Strong analytical, facilitation, and communication skills.

You’re comfortable

• Working with Voice of Customer (VoC) data and customer insights.
• Facilitating workshops and collaborative sessions.
• Translating insights into actionable, practical recommendations.
• Influencing and enabling teams without formal authority.

Nice to have

• Experience with journey or experience tools (e.g., JourneyTrack, TheyDo, UXPressia).
• Experience with tools such as Figma, Mural, Miro, Qualtrics, or Power BI.
• Experience using AI‑enabled tools for analysis, insight synthesis, reporting, or dashboards.
• Training or certification in service design, design thinking, human‑centered design, or customer experience (CCXP considered an asset).

This position will remain open until a suitable candidate is selected.

Alberta Blue Cross is an inclusive employer committed to a workplace that reflects the diversity of the communities we serve. We empower and are advocates for our team members by welcoming, respecting and valuing their unique perspectives, backgrounds, and experiences.

We offer the opportunity to work in an innovative, high-energy team-focused environment. If you have the qualifications we are looking for, apply online at careers.ab.bluecross.ca

A criminal record check satisfactory to Alberta Blue Cross will be required as a condition of employment, following a conditional offer.