Consultant, Customer Journey

Job Description

About Boomi and What Makes Us Special

Are you ready to work at a fast-growing company where you can make a difference? Boomi aims to make the world a better place by connecting everyone to everything, anywhere. Our award-winning, intelligent integration and automation platform helps organizations power the future of business. At Boomi, you’ll work with world-class people and industry-leading technology. We hire trailblazers with an entrepreneurial spirit who can solve challenging problems, make a real impact, and want to be part of building something big. If this sounds like a good fit for you, check out boomi.com or visit our Boomi Careers page to learn more.

About the Role :

We’re looking for a strategic and empathetic Customer Journey Consultant to lead the design, optimization, and execution of seamless customer journeys—from first interaction through post-sale engagement, adoption and expansion. This role serves as the bridge between our customers' expectations and our internal capabilities, ensuring that each touchpoint delivers value and clarity for the customer while remaining efficient and scalable for internal teams.

This is a cross-functional role that will work closely with Marketing, Sales, Customer, Product, and Operations teams to map and optimize end-to-end experiences and internal workflows that support them.

THIS IS A HYBRID ROLE BASED IN OUR VANCOUVER, BC OFFICE TUES-THURS

What You Will Do :

• Customer Journey Mapping: Own and evolve the customer journey map by identifying key touchpoints, pain points, and opportunities to drive satisfaction, adoption, retention, and expansion.

• Process Optimization: Design and refine internal processes that support the customer journey—ensuring operational efficiency, clarity of ownership, and ease of execution for internal teams.

• Cross-Functional Collaboration: Act as a central coordinator across departments to align initiatives and ensure consistency across all stages of the journey.

• Initiative Ownership: Lead strategic projects aimed at improving onboarding, retention, support experiences, and other lifecycle moments, from both customer-facing and back-end operational perspectives.

• Journey Governance: Develop standards, documentation, and KPIs to monitor journey health and drive continuous improvement.

• Technology Alignment: Partner with Product, Operations, and IT teams to ensure customer-facing and internal tools (CRM, helpdesk, automation platforms) support a cohesive experience.

• Reporting: Analyze and present journey performance metrics and insights to executive leadership and stakeholders regularly.
  

The Experience You Bring:

• 7+ years of experience in Customer Experience, Operations, Strategy, or related fields, ideally in a cross-functional or leadership role.

• Strong understanding of customer journey mapping, design thinking, and process improvement methodologies.

• Proven ability to drive change through influence across diverse teams.

• Experience working with tools such as Salesforce, Gainsight, Gong, journey mapping software, and analytics dashboards.

• Excellent communication, facilitation, and stakeholder management skills.

• A balance of strategic vision and attention to operational detail.

• Empathy for both the customer and the internal employee experience.

Aren’t sure if you’re a match? We know that impostor syndrome and the confidence gap can prevent us from meeting spectacular candidates — so don’t hesitate to apply; you could be the perfect fit!

Compensation
Boomi is committed to fair and equitable compensation practices. The base compensation for this position in Canada ranges between 160,000 - 200,000 CAD annually + applicable bonus. Final compensation will be determined by various factors including the candidate’s knowledge, skills, experience, and location.

Be Bold. Be You. Be Boomi. We take pride in our culture and core values and are committed to being a place where everyone can be their true, authentic self. Our team members are our most valuable resources, and we look for and encourage diversity in backgrounds, thoughts, life experiences, knowledge, and capabilities.

All employment decisions are based on business needs, job requirements, and individual qualifications.

Boomi strives to create an inclusive and accessible environment for candidates and employees. If you need accommodation during the application or interview process, please submit a request to talent@boomi.com. This inbox is strictly for accommodations, please do not send resumes or general inquiries.