Job Application for Sr. Customer Journey Designer at BambooHR

New

Please Note: This is a Utah-based hybrid position which will require some regular in-office days each week. Additionally, employment with BambooHR is contingent on passing both a background and credit check.

AI at BambooHR
At BambooHR, we’re all about setting people free to do great work, and we believe AI is a powerful partner in that mission. We’re leaning into intelligent tools to streamline our workflows, giving us more time for high-impact innovation. We look for curious, forward-thinking people who are ready to explore how AI can elevate their work and help us reimagine the future of HR.

Essential Job Duties

BambooHR is expanding how we serve customers across digital and AI assisted channels, one to many education, human driven support, and paid services. As we introduce more ways to deliver value, we need intentional service design to ensure these experiences scale, work together, and remain economically sustainable.

We are seeking a senior individual contributor to operationalize our end to end service ecosystem. The primary outcome of this role is optimizing cost to serve across the customer lifecycle while strengthening adoption, time to value, and overall experience.

You will translate journey audits and insights into service blueprints, routing logic, and orchestrated experiences across digital, one to many, one to one, and paid channels. This role partners cross company to embed scalable, measurable service design into how we operate.

You will:

Implement Service Design at Scale

Evolve future state journey and service models with a focus on operationalization and performance.
Define channel roles, cross channel handoffs, routing logic, and success criteria by segment.
Ensure service design decisions reflect capacity realities and economic sustainability.

Optimize Lifecycle and Cost to Serve

Identify cost to serve drivers across onboarding, adoption, support, education, and renewal.
Increase digital resolution and improve channel utilization through intentional orchestration.
Partner with Analytics to measure impact on adoption, CSAT, time to value, and cost to serve.

Orchestrate and Operationalize Journeys

Build triggers, interventions, and workflows using tools such as Pendo, Gainsight, and automation platforms.
Operationalize service blueprints in partnership with Support, Education, Knowledge Governance, and Product teams.
Contribute to broader journey design initiatives with a strong operational and economic lens.

Influence Across the Company

Align Product, CX, Support, Marketing, Education, and Data around lifecycle strategies.
Frame tradeoffs across experience, complexity, and cost to serve.
Provide clear briefs and models that support strong decision making.

What Success Looks Like

Reduced cost to serve across priority segments.
Stronger digital enablement and cross channel performance.
Improved adoption, onboarding success, and time to value.
Service models that are customer centered and operationally sound.

What You Need to Get the Job Done

7+ years in service design, journey design, CX strategy or operations, or a related field.
Expertise in journey mapping, service blueprinting, and translating insights into operationalized experiences.
Hands on experience with orchestration and analytics tools such as Gainsight, Pendo, or similar platforms.
Ability to connect service design decisions to business outcomes, including cost to serve.
Proven cross functional influence without formal authority.
Clear, structured communication that drives alignment and execution.

This is a senior IC role for someone who believes service design should improve real performance across the lifecycle and wants to help BambooHR scale thoughtfully as we accelerate our Customer Experience vision.

What You'll Love About Us

A Great Company Culture that has been recognized by multiple organizations like Inc, and Salt Lake Tribune
Comprehensive health, life, and disability insurance
Generous leave policies that include 4 weeks of vacation, 12 company holidays, parental leave, and volunteer time off so you can enjoy quality of life
401k plans with up to 6% company match
$2000 Paid-Paid Vacation bonus
EAP through Headspace
Check out all our benefits that benefit you

About Us

At BambooHR, we're building something different: we're building a people intelligence platform that transforms HR and sets people free to do great work! We're a proven market leader driving innovation while building lasting success through thoughtful, sustainable growth. Here, you'll find a place that champions growth: both professional and personal, both individual and collective.

We invest in potential, giving you the space to stretch your capabilities and turn good ideas into reality while providing the safety net of a supportive, values-driven culture. Our approach combines meaningful work with meaningful lives, offering competitive benefits, professional development, and the flexibility to thrive both in and outside the office.

What sets us apart isn't just what we do, but how we do it: with openness, integrity, and a shared commitment to doing the right thing. Join us in creating HR software that makes work better for everyone, while we make work better for you.

BambooHR is committed to the full inclusion of all qualified individuals and will ensure that persons with disabilities are provided reasonable accommodations throughout the hiring process. If you would like to request accommodations, please let your recruiter know.

BambooHR is An Equal Opportunity Employer--M/F/D/V
Because our team members are trusted to handle sensitive information, we require all candidates that receive and accept employment offers to complete a background check before being hired.

For information on California Privacy Policy, click here.

Our process utilizes AI as an assistant to efficiently process and analyze candidate data. Recruiters and hiring managers maintain full oversight and accountability, ensuring that all final selection and rejection decisions are human-made and based solely on objective job qualifications. Please see our General Privacy Notice and California Privacy Notice for more details.

See our AI Guidelines for Candidates for details on how BambooHR uses AI in recruiting, how we expect candidates to use AI, and what is not allowed.

Create a Job Alert

Interested in building your career at BambooHR? Get future opportunities sent straight to your email.

First Name

Last Name

Country

Phone

Location (City)

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Street Address

City

State (If you do not live in any of the states listed, please select Other.)

Select...

Zip Code

Desired Salary

LinkedIn Profile

Website, Blog, or Portfolio

How did you hear about BambooHR?

Select...

Can you perform the essential functions of the job with or without reasonable accommodation?

Select...

Do you have any relatives or family members who are currently employed with BambooHR?

Select...

If yes, please indicate their names. If no, please enter N/A.

Have you worked for BambooHR previously?

Select...

If Yes, please enter your legal name while working at BambooHR previously. If No, please enter N/A.

Are you legally authorized to work in the United States?

Select...

Will you now or in the future require BambooHR to file a petition or application for employment - based status on your behalf to begin or continue employment with BambooHR? If you have nonimmigrant status, for example F-1 or H-1, your answer to this question should be yes.

Select...

Would you like to opt-in to receiving text messages from the recruiter for this role in relation to the hiring process – such as interview requests, reminders, etc.? Note: Selecting “no” will not eliminate you from consideration for this role. If you select "yes", you can always opt-out later by replying STOP.

Select...

By submitting your application, you consent to BambooHR and its third-party service providers collecting and processing your personal data, including, but not limited to photographic, audio/video recordings, and biometric data, which may involve AI or algorithmic analysis, as necessary for recruitment, hiring, and business administration purposes. You also confirm that you have read and agree to our General Privacy Notice and California Privacy Notice.

Select...

Click here for our General Privacy Notice and here for our California Privacy Notice.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in BambooHR’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Gender

Select...

Are you Hispanic/Latino?

Select...

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status

Select...

Voluntary Self-Identification of Disability

Form CC-305

Page 1 of 1

OMB Control Number 1250-0005

Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

Alcohol or other substance use disorder (not currently using drugs illegally)
Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
Blind or low vision
Cancer (past or present)
Cardiovascular or heart disease
Celiac disease
Cerebral palsy
Deaf or serious difficulty hearing
Diabetes
Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
Epilepsy or other seizure disorder
Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
Intellectual or developmental disability
Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
Missing limbs or partially missing limbs
Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
Partial or complete paralysis (any cause)
Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
Short stature (dwarfism)
Traumatic brain injury

Disability Status

Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

We use Greenhouse's AI-powered Talent Match tool to compare your application against our job requirements.

Learn more

Sr. Customer Journey Designer

Apply for this job

Voluntary Self-Identification

Voluntary Self-Identification of Disability