Journey Ops: The Missing Link Between UX Design and Organizational Change

UX teams create great experiences, but their impact often fades once projects end. Journey Ops; or Journey Management; bridges that gap by connecting design work to how organizations actually run. Drawing on lessons from building a journey management practice from the ground up, this session shows how UXers can extend their influence, operationalize insights, and make design relevant long after delivery.

Main takeaways: 
• Understand what Journey Ops is and why it matters to UX.
• Learn how to translate design work into organizational impact.
• Gain a framework to sustain and measure experiences over time.
• Discover influence techniques to drive adoption beyond governance.

Alex Mejia is a Calgary-based customer experience strategist at specialized in journey management. She helps organizations turn customer insights into clear, actionable decisions that drive both customer and business impact.

Alex brings a strong product mindset to CX, working closely with cross-functional teams to create practical, evidence-based experiences. She is particularly interested in how data and AI can support faster, more confident decision-making without losing the human perspective.

She is an active contributor to the UX and service design community and is passionate about bridging strategy and execution in real-world environments. Learn more at cxjourneyops.com.