Principal Journey Manager and Experience Researcher

TL;DR

Principal Journey Manager and Experience Researcher (Journey Management/UX Research): Creating and maintaining evidence-based end-to-end customer journeys and digital-first experiences with an accent on generative research, service design, and experience measurement. Focus on synthesizing complex qualitative and quantitative insights, facilitating cross-functional decision-making, and operationalizing AI-assisted research workflows.

Location: Remote within the United States or Canada; the listed location is Georgia, USA

Salary: $117,000–$210,540 base salary for U.S.-based roles, depending on experience and geographic location.

Company

hirify.global develops software that helps innovators design and make buildings, products, factories, cars, and media.

What you will do

• Create, maintain, and measure end-to-end and persona-based customer journeys using research insights and key metrics.
• Plan and conduct discovery research throughout the product lifecycle, including interviews, contextual inquiry, usability studies, surveys, A/B testing, and usage analytics.
• Produce journey maps, service design blueprints, service prototypes, and other artifacts that connect insights to recommendations.
• Facilitate co-creation, empathy, and synthesis workshops to align stakeholders and translate findings into product improvements.
• Partner with CX, design, product, research, analytics, and other teams to prioritize opportunities and monitor experience metrics.
• Lead AI-assisted research initiatives and contribute to journey management platform governance and adoption.

Requirements

• Experience leading evidence-based journey creation and maintaining journeys as new insights and metrics become available.
• Ability to identify experience improvement opportunities and facilitate strategic decision-making in the context of customer journeys.
• Experience partnering with product teams to prioritize focus areas and support execution, delivery, and evaluation.
• Ability to partner with design teams and guide effective, consistent design implementation.
• Strong qualitative and quantitative research, synthesis, communication, and executive presentation skills.
• Must be eligible to work remotely from the United States or Canada.

Culture & Benefits

• Work with cross-functional teams in a distributed organization.
• Health, financial, wellness, and time-away benefits are available for U.S.-based employees.
• Inclusive culture focused on belonging, collaboration, and meaningful work.
• Opportunities to share research, collaborate across the research community, and influence products and services.