Consumer Experience Journey Specialist

The Role

The Consumer Journey Specialist maps, monitors, and improves the experience consumers have with Plexus, from discovery and purchase through onboarding, product use, reorder, loyalty, advocacy, and win-back. This role connects consumer feedback, behavioral data, and operational insights to reveal friction, document current and future journeys, and recommend practical improvements. Working across teams, the Specialist turns a clear view of the consumer journey into coordinated action that makes it easier for consumers to engage with Plexus at every stage.

Employee Value Proposition

Help shape a growing consumer experience function with a broad view of how people discover, purchase, and use Plexus products. You will bring consumer data and teams together, make the journey visible, and turn insights into improvements that strengthen engagement and loyalty. This role offers the opportunity to influence decisions across Marketing, Digital, Customer Service, Product, Field Development, and other teams.

Key Performance Objectives

Build and maintain clear current and future state journey maps across priority consumer lifecycle stages, identifying pain points, handoff gaps, and moments that matter.

Synthesize consumer feedback, behavior, and experience metrics into prioritized recommendations and actionable briefs for journey improvements.

Partner across functions to align owners, requirements, and roadmaps for improvements from discovery through win-back.

Track the progress and impact of journey initiatives, using new insights to refine priorities and improve the consumer experience.

Performance Accountabilities

• Journey Mapping: Develop and update current and future state maps across key consumer lifecycle stages, including channels, touchpoints, handoffs, and moments of truth.
• Consumer Insights: Collect and analyze feedback, behavior, operational data, and experience measures to identify recurring friction and emerging opportunities.
• Recommendations: Translate findings into concise improvement briefs, project requirements, proposed actions, and clear measures of success.
• Cross Functional Collaboration: Facilitate journey reviews and working sessions with Customer Service, Marketing, Digital, Product, Field Development, IT, Operations, Analytics, and other partners.
• Roadmap Coordination: Support the prioritization of journey opportunities, maintain action plans, and track owners, milestones, dependencies, and progress.
• Launch Readiness: Evaluate how new tools, programs, campaigns, processes, and product experiences affect the consumer journey and support coordinated launches.
• Communication: Prepare concise updates and recommendations for leaders and stakeholders, surfacing decisions needed to move improvements forward.
• Work onsite in Scottsdale, Arizona, and occasional evenings, weekends, or holidays as business needs require.

Performance Qualifications

• Education: Bachelor's degree in Business, Marketing, Communications, Design, or a related field, or equivalent related experience.
• Experience: 3+ years in consumer or customer experience, journey mapping, service design, process improvement, customer insights, or a related business function.

Preferred Experience

• 4+ years of relevant experience, including exposure to customer lifecycle management, digital experience, direct selling, subscriptions, e-commerce, or consumer products.
• Journey Expertise: Ability to map consumer journeys, identify pain points and handoff gaps, and translate consumer needs and business goals into practical improvements.
• Analysis and Execution: Comfort using consumer feedback, operational trends, and performance data to prioritize opportunities, coordinate projects, and follow through on actions.
• Communication and Influence: Strong facilitation, documentation, and presentation skills; ability to align partners and influence decisions without direct authority.
• Approach: Curiosity, empathy, sound judgment, organization, and attention to journey detail.

Benefits

• Highly rated and competitive medical plans.
• 401 (k) with company match and immediate vesting.
• 1-on-1, personalized health coaching.
• Many other voluntary benefits.

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