Human Resources

Employee Journey Mapping

Employees experience the organisation through a series of moments, from first contact as a candidate to leaving. This course teaches HR and managers to map the employee journey, identify moments that matter and pain points, gather employee feedback, redesign key experiences and measure improvements in engagement and retention.

5 days Classroom or live online English

Smart Horizon Certified - Global Leadership Consultants

Take the course details with you.

Download the full standard outline: why attend, methodology, objectives, audience, competencies, the daily outline and current plans.

Download course PDF

Why attend

From knowledge to real-world impact.

Small improvements at key moments can have a big impact on engagement and retention. You will learn to see work through employees’ eyes.

Workplace challenges

Professional Problems This Course Is Designed to Solve

The programme explores practical approaches to the following challenges. Results depend on how the learning is applied in your organisation.

Difficulty translating subject knowledge into practical workplace decisions.
Inconsistent approaches to the activities covered in the course outline.
Lack of a structured plan for applying and reviewing new skills.

Course methodology

How you will learn.

Journey mapping workshops, employee persona development, feedback design exercises and case studies.

Course objectives

What you'll take away.

By the end of this course, participants will be able to:

Explain the employee experience concept
Create employee personas
Map end-to-end employee journeys
Identify moments that matter and pain points
Redesign key experiences
Measure the impact of improvements

Target audience

Who should attend.

This course is suitable for:

HR managers and business partners
Employee experience professionals
Internal communication teams
Line managers
Organisational development consultants

Target competencies

Capabilities you will build.

Participants will develop competencies in:

Journey mapping
Empathy research
Experience design
Feedback analysis
Improvement measurement

Course outline

Your learning journey.

A focused, practical outline with time to explore, apply and reflect.

Day 1Employee Experience

09:00–10:08Why experience matters
10:08–11:00Employee life cycle
11:00–11:30Coffee break
11:30–11:45Employee life cycle (continued)
11:45–12:53Experience versus engagement
12:53–14:00Exercise

Day 2Understanding Employees

09:00–10:08Personas
10:08–11:00Interviews and surveys
11:00–11:30Coffee break
11:30–11:45Interviews and surveys (continued)
11:45–12:53Listening channels
12:53–14:00Practice

Day 3Mapping Journeys

09:00–10:08Journey stages
10:08–11:00Touchpoints
11:00–11:30Coffee break
11:30–11:45Touchpoints (continued)
11:45–12:53Moments that matter
12:53–14:00Workshop

Day 4Redesigning Experiences

09:00–10:08Prioritising improvements
10:08–11:00Designing solutions
11:00–11:30Coffee break
11:30–11:45Designing solutions (continued)
11:45–12:53Quick wins
12:53–14:00Exercise

Day 5Measuring Impact

09:00–10:08Experience metrics
10:08–11:00Iterating
11:00–11:30Coffee break
11:30–11:45Iterating (continued)
11:45–12:53Governance
12:53–14:00Action plan

The timings provided are estimates and may vary depending on the number of participants and the discussions taking place during the sessions. They are indicative only and do not constitute a binding commitment.

Dates & venues

Find a session that works for you.

Confirmed dates accept registration requests. Tentative dates are enquiry only.

Good to know

A few things to know.

How is the course delivered?

Our classroom programmes combine facilitated discussion, case studies, exercises and reflection. The precise format will be confirmed before enrolment.

Can you deliver this programme for our team?

Yes, you can enquire about a tailored programme. Share your goals, group size and preferred dates with our learning team.

Will I receive a certificate?

Participants who complete the programme receive a Smart Horizon certificate of attendance. Smart Horizon programmes are not externally accredited and do not award a professional qualification, licence or designation. Where a course title or outline refers to a professional certification (for example, AACE International's Certified Cost Professional), the programme supports learning and preparation only; the credential itself is awarded solely by the relevant professional body under its own application and examination requirements.

What should I confirm before booking travel?

Please confirm the session, exact venue, accessibility arrangements, fees and any visa requirements with the team before arranging travel. Tentative dates are not confirmed sessions.

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