Shannon Knowlton, CCXP

I’m a Customer Experience leader focused on building, managing, and optimizing end-to-end customer journeys that create measurable, meaningful improvements. I bring alignment and momentum to CX initiatives, ensuring journey work becomes a practical, strategic tool used to enhance experiences, streamline operations, and support business outcomes.

My background spans journey mapping, experience design, stakeholder alignment, and cross-functional partnership. While I previously led enterprise Voice of the Customer programs, my work today centers on journey management: maintaining and evolving journey maps, identifying friction points, and guiding teams toward more seamless, customer-centered processes.

I’m known for building strong relationships, fostering trust across teams, and bringing CX narratives to life through clear, compelling storytelling. I help teams understand the “why” behind customer needs and turn that understanding into thoughtful, actionable improvements.

I hold a Master’s degree in Customer Experience Management from Michigan State University and am an active member of the global Women in CX community, where I continue to learn, grow, and support others in the field.