Consultant, Journey Mapping Expert

Overview

Trissential is a trusted partner for end-to-end quality services and management consulting. As a part of our parent company Expleo, we have a footprint in 30+ countries. Our Mission is to have a positive impact on every person who interacts with Trissential. Clients love us because we are service focused. Employees love us because they are valued and cared for.

Trissential is seeking a Consultant, Journey Mapping Expert with a strong understanding of digital interaction to join our client team in a remote capacity. The ideal candidate will establish a baseline of people's digital interactions to prioritize and ideate improvements that address pain points in these interactions. This role involves creating artifacts that systematically inform directions around digital solutions and technologies. The ideal candidate will demonstrate strong problem-solving skills, an ability to develop innovative solutions, and a proven track record of successful project execution, ensuring optimal outcomes for major institutions. Additionally, the candidate should possess strong interpersonal skills for effective collaboration and communication with diverse teams. This role is open only to candidates authorized to work and reside in the US.

Responsibilities

Responsibilities

• Create up to 40 customer journey maps using publicly accessible information

• Ensure maps are built from templates and use a process that is easily repeatable by internal teams for additional journeys

• Design maps to be malleable and editable for future iterations

• Set up standard common phases within government services (such as learn, use, visit, apply, submit, receive)

• Design visually and graphically stimulating maps that are easily understandable by individuals without subject matter expertise

• Focus on front-end service delivery, displaying what people are doing, thinking, feeling, and the channels/touchpoints they experience along the journey

• Propose and recommend opportunities for using maps to inform discovery, design, and development phases

Project Deliverables

Up to 40 customer journey maps within the following experiences:

• Property: Pay property taxes, see assessed value, review property description, etc.

• Permits: License, marriage, birth certificates, vehicle registration, etc.

• Needs Assistance: Cash, emergency assistance, disabilities, mental health, housing, child protection, etc.

• Work at the organization: Get a job, see benefits, etc.

• Civic Engagement: Climate change, disparity reduction, voting/elections, report a problem (transportation-related), etc.

• Waste: Disposal, recycling, pollution, lead abatement, choose to reuse, etc.

Qualifications

Essential Qualifications

• Demonstrated experience in building precise, easily understandable journey maps

• Proven ability to create deliverables that are malleable and usable by user experience and customer experience teams

Desired Qualifications

• Bachelor's degree in Business, Marketing, UX Design, or a related field. Advanced degree preferred

• Demonstrated experience in building precise, easily understandable journey maps

• Proven ability to create deliverables that are malleable and usable by user experience and customer experience teams

• Proficiency in using web-based diagramming applications like Lucid, with a strong ability to learn and adapt to new technologies

• Familiarity with front-end service delivery and digital transformation processes

Essential skills

• Ability to quickly present current state services and experiences in the government sector

• Strong problem-solving skills, with an ability to develop innovative solutions

• Proven track record of successful project execution, ensuring optimal outcomes for major institutions

• Strong interpersonal skills for effective collaboration and communication with diverse teams

Desired Skills

• Creation of simple graphics and visuals to show complex ideas in an easily understandable manner

Experience

Essential Experience

• Experience working in the government sector or with public services, with a strong understanding of presenting current state services and experiences

Desired Experience

• Minimum of 5 years of experience in user experience (UX) design, customer experience (CX) design, or a related field

• Extensive experience connecting with community members to verify hypothesis/assumption maps and ensure accuracy and relevance of journey maps

• Proven track record of successful project execution, ensuring optimal outcomes for major institutions

Benefits

Trissential offers competitive compensation package for seasonal roles. The hourly pay range for this role is $68 to $78 based on candidate's qualifications and experience.