SDGC18 | Kerry Bodine: Journey Manager - Key role for Service Delivery

Service designers envision great services, but also need to ensure that they’re actually delivered. Enter the role of the journey manager. Just like their more ubiquitous product manager cousins, journey managers need to understand how customer pain points stack up against those in competitors’ experiences; prioritize the most important experience improvements and back up their recommendations with a solid business case; and bridge our long-entrenched silos by herding cross-functional colleagues who need to change how they work every day. However, this role is not well understood. Kerry is out to change that.

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