Journey Management Process at Verizon

Problem. Journey maps were static, one-off exercises.
Practice. A live, Gantt-style blueprint organized by customer intent and scored with Customer Effort Score, plus a formal journey management process owned by the Customer Intent team.
Adopted. Applied to end-to-end mapping for Simplicity Plan launch. Collaborated with CMI (Customer Marketing Insights) to standardize journeys across Verizon.