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Ep. 58 - Why Journey Management Is Really Organizational Design - Reflections 5
Are journey maps just artifacts or operating systems in disguise?
In this episode, Jochem reflects on his conversation with Dan Sullivan, Director of Journey Management at CHG Healthcare, to explore how journey management becomes true organizational design.
Dan's team didn’t just improve customer journeys - they restructured how decisions get made across teams. From building a “Journey Atlas” as a shared schema, to using immersive experiences to rewire executive thinking, their work signals a deeper shift: journey management isn’t about prettier maps. It’s about embedding customer thinking into the operating model.
In this video:
Why journey management = organizational design
How CSG created a decision-making nervous system
The role of schema, structure, and centralized governance
What 500 people experienced inside the “journey museum”
Signs your journey maps are shaping strategy—not just workshops
Follow Jochem on LinkedIn: https://www.linkedin.com/in/jochemvanderveer
Learn more about Journey Management with TheyDo: https://www.theydo.com
View all episodes
By Jochem van der VeerAre journey maps just artifacts or operating systems in disguise?
In this episode, Jochem reflects on his conversation with Dan Sullivan, Director of Journey Management at CHG Healthcare, to explore how journey management becomes true organizational design.
Dan's team didn’t just improve customer journeys - they restructured how decisions get made across teams. From building a “Journey Atlas” as a shared schema, to using immersive experiences to rewire executive thinking, their work signals a deeper shift: journey management isn’t about prettier maps. It’s about embedding customer thinking into the operating model.
In this video:
Why journey management = organizational design
How CSG created a decision-making nervous system
The role of schema, structure, and centralized governance
What 500 people experienced inside the “journey museum”
Signs your journey maps are shaping strategy—not just workshops
Follow Jochem on LinkedIn: https://www.linkedin.com/in/jochemvanderveer
Learn more about Journey Management with TheyDo: https://www.theydo.com