Governance

Journey Governance Framework Skill

When to Use

• Standing up or refreshing journey councils and review cadences.
• Coordinating multi-team initiatives that impact customer experience.
• Preparing executive updates or compliance reviews tied to journey changes.

Framework

1. Ownership Model – define RACI across CX strategist, product, marketing, CS, ops, and exec sponsors.
2. Cadences – set quarterly journey reviews, monthly initiative standups, and weekly execution syncs.
3. Documentation – maintain living journey maps, backlog tracker, decision log, and KPI dashboards.
4. Change Control – outline approval steps, testing requirements, and communication plans for journey changes.
5. Measurement & Accountability – set KPIs per initiative, assign owners, and track progress vs targets.

Templates