What is the Certified Customer Service Journey Designer?

The Certified Customer Service Journey Designer is a globally recognised professional certification by the Global Leadership Institute (GLI), designed to equip professionals with advanced competencies in Customer Service & Administration.

How long does this certification take?

The programme takes 11 Week and can be completed self-paced or with live virtual sessions.

Is this certification globally recognised?

Yes. GLI certifications carry CPD credits and are internationally recognised.

What level is this certification?

This is a Advanced Level certification.

Email info@leadership.co.ke, WhatsApp +254 722 223 084, or fill in the enrolment form on this page.

What is included in the fee?

All study materials, study guide, examination, digital certificate and badge. Live option adds tutor sessions and priority support.

Certified Customer Service Journey Designer (CCSJ) | Online Certification

Executive Summary

Certified Customer Service Journey Designer

Designed for today’s high-impact professionals, the Certified Customer Service Journey Designer (CCSJ) delivers a rigorous Advanced-level curriculum that equips participants with the knowledge, tools and frameworks needed to excel in customer service, contact-centre operations and customer experience.

This 11 Week programme is structured around recognised customer-experience and service-quality standards, ensuring every graduate applies internationally validated methods to real-world challenges.

GLI’s CCSJ holders are recognised by leading organisations across Africa, the Gulf, Europe and the Americas as qualified, results-driven professionals. Whether you are advancing your current career or transitioning into new responsibilities, this certification provides the competitive edge you need in 2026 and beyond.

Programme Overview

Certification at a Glance

Certification

Certified Customer Service Journey Designer

Acronym

CCSJ

Who Should Enrol?

Retention and Lifetime Value — applied to your own work
Service Standards and Measurement — applied to your own work
Conduct and Fair Treatment — applied to your own work
Complaints as Information — applied to your own work
Recovery and First-Contact Authority — applied to your own work
The Journey Behind the Contact — applied to your own work

Programme Inclusions

Everything Included in Your Enrolment

All study materials and study guide
Access to GLI online learning portal
Online examination and assessment
Digital certificate and digital badge
Physical certificate (shipped to you)
CPD credits for professional bodies
GLI alumni network membership
Facilitator and tutor support
Resource downloads and reference library
Automatic enrolment confirmation

Certification Benefits

Why This Certification Matters for Your Career

Career Advancement

Accelerate your career towards senior customer-experience and service-operations roles

Professional Recognition

Credential aligned with recognised customer-experience and service-quality standards

Leadership Capability

Develop the strategic and operational skills to lead complex customer service functions

Organisational Impact

Design and implement customer service systems that drive performance and measurable results

Compliance Readiness

Master the standards, compliance and ethical governance central to customer service

Global Employability

Qualify for customer service roles across corporates, retail, banks, telecoms and service organisations worldwide

Competency Framework

Core Competencies You Will Develop

✦Customer Service Excellence and Standards

✦Contact Centre and Multichannel Operations

✦Complaint Handling and Service Recovery

✦Customer Experience Design and Journey Mapping

✦Service Quality, Metrics and Continuous Improvement

✦Professional Ethics and Governance

Course Curriculum

Programme Modules

Click any module to explore the detailed curriculum topics included in this certification.

Foundations and Strategic Context of Certified Customer Service Journey Designer

Certified Customer Service Journey Designer: industry context, trends and professional standards
Customer service and experience principles
The value of customer-centricity
Customer expectations and satisfaction
The customer experience (CX) discipline
Roles, standards and professional conduct
Service in the omnichannel era
Linking CX to business performance
Ethics and fair customer treatment
Service culture and brand promise
Career pathways and professional development

Retention and Lifetime Value

Customer retention, loyalty and lifetime value
Customer journey mapping and service design
Marketing measurement and attribution
Negotiation and closing
Pipeline and opportunity management
Account planning and whitespace
Preparing financial statements
Managing complex accounts
Financial reporting frameworks (IFRS/GAAP)
Interpreting financial statements
Coaching and skill development
Integrated and sustainability reporting
Territory and quota planning
CRM and sales technology
Sales analytics and metrics

Service Standards and Measurement

Marketing measurement and attribution
Customer journey mapping and service design
Complaint handling and service recovery
Forecasting and pipeline health
Performance management in sales
Building high-performing sales teams
Customer data and CRM
Market research and intelligence
Data privacy, consent and compliance
Make-versus-buy decisions
Sourcing portfolios (Kraljic)
Global sourcing and trade
Decision support and insight
Performance and dispute management
Psychodynamic and psychoanalytic approaches

Conduct and Fair Treatment

Commercial ethics and responsible selling
Complaint handling and service recovery
Brand, reputation and communications
Attachment and developmental theory
Professional roles, boundaries and settings
Ethical principles and codes of practice
Family intervention planning
Peer support and consultation
Sustaining ethical, effective practice
Ethical frameworks and codes of practice
Record-keeping and data protection
Client feedback and satisfaction
Evidence-based improvement
Managing risk and difficult cases
Driving effective, ethical outcomes

Complaints as Information

Complaint handling and service recovery
Customer journey mapping and service design
Customer retention, loyalty and lifetime value
Campaign planning and the content calendar
Digital channels and performance marketing economics
Negotiation and closing commercial deals
Key account management and account planning
Tenders, proposals and the bid decision
Launching a product into a market
Managing distributors and channel partners
CRM, sales operations and data discipline
Service standards, levels and measuring service
Voice of the customer and acting on feedback
Expanding into regional and export markets
The sales process and methodology

Recovery and First-Contact Authority

Complaint handling and service recovery
Customer journey mapping and service design
Commercial ethics and responsible selling
Designing and facilitating groups
Performance scorecards and reviews
Psychoeducation and workshops
Working with organisations on wellbeing
Communication and conflict patterns
Designing an intervention or programme
Ethical, risk and feasibility considerations
Professional case study and presentation
Evidence-based practice
Risk assessment and safety planning
Treatment planning and review
Managing complexity and comorbidity

The Journey Behind the Contact

Customer journey mapping and service design
Complaint handling and service recovery
Customer retention, loyalty and lifetime value
Workplace and organisational contexts
Goal setting and action planning
Segmentation, targeting and the useful segment
Value proposition and differentiation
Pricing, price architecture and discounting
Route to market and channel design
The sales pipeline and forecasting discipline
Consultative selling and understanding the buyer
Market research and customer insight methods
Accountability and follow-through
Strengths, flow and engagement
Discovery and needs analysis

Learning and Research

Cognitive load and learning science
Data-driven learning design
Learning data privacy and ethics
Innovation in learning technology
Learning strategy and roadmaps
Talent, succession and workforce learning
Building the learning brand
Aligning learning to performance
Leading the learning function
Apprenticeships and work-based learning
Wellbeing and personal-effectiveness learning
Learning analytics and data
AI and adaptive learning
Community and lifelong learning
Learning technology ecosystem

Markets and Customers

Customer retention in the vehicle ownership cycle
Customer loyalty and repeat purchase in retail
Telecom products, tariffs and customer lifecycles
Market analysis and environmental scanning
Customer personas and insight
Value proposition design and messaging
Go-to-market and channel strategy
The marketing concept and customer orientation
Brand and reputation as strategic assets
Brand safety and responsible marketing
Customer and brand health metrics
Policy administration and customer service in insurance
The automotive market: segments, brands and buyers
Vehicle specifications, trims and options in customer language
Capstone scoping: a real growth or brand challenge

Selling Practice

Consultative and solution selling
Negotiation with clients and partners
Leading campaigns and sales projects
Team leadership in sales and marketing
Negotiation with buyers, suppliers and financiers
Complaints, redress and accountability
Negotiation and influencing
Regulatory duty and accountability
Relationship management and cross-selling
Advisory and needs-based selling
Sales performance and pipeline management
Stakeholders, agency and accountability
Succession planning and talent pipelines
Talent sourcing channels and pipelines
Meaning, purpose and values

Customer Experience

Team leadership in customer service
Customer journey and experience design
Retention, loyalty and lifetime value
Interaction and experience design
Buyer behaviour and the customer journey
Journey management and tracking
Destination, venue and experience products
Service quality and the passenger experience in transport
Evidence-based practice and research literacy
Complaints, accountability and fitness to practise
Customer success and retention
Customer experience strategy
Customer journey mapping
Customer service technology stack
Relationship management and retention

Digital Channels

Social media customer care
Technology selection and integration
Emerging service technologies
Digital, mobile and internet banking
Digital disruption and the future of banking
Digital transformation in banking
Branch-to-digital migration
Digital banking platforms and APIs
Payment technology and switches
Automation, RPA and straight-through processing
Cybersecurity and fraud technology
Data, records and confidentiality tech
Digital permits and inspections
Automation and safety technology
Psychometric and screening tools

Evidence and Analytics

Data ethics, privacy and responsible analytics
Leading and lagging metrics
Data collection and analytics
Predictive safety analytics
Data quality and master data management
Comparable sales analysis and market evidence
Retail performance metrics: sales densities, conversion and basket
Measurement and analytics for media and social campaigns
Health records, data and confidentiality
Analytical techniques and bias
Data visualisation for finance
Web, campaign and funnel analytics
Sales analytics and forecasting tools
Market research design and methods
Qualitative and quantitative research

Commercial Finance

Budgeting techniques and the budgeting cycle
Flexible budgets and rolling forecasts
Responsibility accounting and cost centres
Cost reduction and efficiency programmes
Capital budgeting: NPV, IRR and payback
Cost of capital and WACC
Capital structure and financing decisions
Financial modelling and scenario analysis
Continuous improvement of finance processes
Public, private and non-profit governance
Options appraisal and cost-benefit
Budget vs actual and variance
Cost and profitability analysis
Communicating financial results
Cost-benefit and investment appraisal

Distribution and Supply

Sustainable procurement principles and standards
Fair trade and responsible supply
Real estate marketing channels and property portals
Procurement and asset management under donor rules
Water supply systems: sources, treatment and distribution
The retail landscape: formats, channels and the informal market
Ethics of technology in practice
Emerging tools and innovation
Procurement and stock management for health commodities
Conflicts of interest and procurement ethics
Procurement and contract value
Procurement’s contribution to organisational strategy
Public versus private procurement
Supply markets and the enabling environment
Procurement and contract management

Communication

Presenting and demonstrating
Ethics in communications
Communications strategy and planning
Internal communications
Corporate social responsibility communications
Presentation and public speaking
Professional report and presentation
Metrics and reporting
Voice, communication and delivery
Dashboards and reporting
Language and communication training
Professional and persuasive communication
Transaction monitoring and suspicious reporting
Regulatory reporting and audits
Control monitoring and reporting

Leadership and Teams

Communicating with families and carers
Professional writing and reports
Psychoeducation and public communication
Management accounts and dashboards
Duty of care and risk management
Practice management systems
Working with referrers and multidisciplinary teams
Collaboration and teamwork
Project management standards (PMI, PRINCE2)
Project roles and the project manager
Stakeholder and sponsor management
Liquidity and funding management
Investment portfolio management
Thought leadership
Category management and strategy

Performance and Targets

Managing team performance and dynamics
High-performance team rituals and cadence
Contract performance and exit
Project KPIs and performance metrics
Setting objectives and marketing KPIs
Marketing and sales KPIs and dashboards
Dashboards and performance reporting
Capacity and performance management
Setting objectives, indicators and targets
Service KPIs: CSAT, NPS, CES, SLAs
Performance management in service
Coaching for performance
Banking KPIs and branch scorecards
Social performance and outreach
Investment principles and objectives

Capability Development

Technical and compliance training
Sales and customer-service training
Creativity and critical-thinking development
Leadership and management development
Coaching models and frameworks (GROW)
Training needs analysis and learning strategy
Competency framework development
Facilitation, coaching and mentoring
High-potential identification and talent reviews
Knowledge management and capability building
Creating a coaching culture
Managing difficult conversations
Lessons learned and development
Wellbeing and resilience coaching
Measuring coaching outcomes

Strategic Context

Structural and strategic approaches
Pricing strategy
Digital marketing strategy
Data-driven growth
Key account management strategy
Competitive and market intelligence
Scaling technologies and business models
Building trust and engagement
Managing growth, risk and resilience
Leading groups and workshops
Customer service and CX strategy
Content strategy across platforms
Business case and strategic alignment
Stakeholder engagement strategy
Strategic alignment of investments

Risk and Compliance

Contract governance and compliance
Environmental, social and governance (ESG)
Security governance and management systems
Cost-effectiveness of controls
Likelihood, impact and risk rating
Risk treatment and countermeasures
Intelligence-led risk assessment
Risk registers and reporting
Continuous risk monitoring
Programme governance
Real estate regulation, licensing and professional conduct
Risk registers and monitoring
Communicating risk to the workforce
The consulting mindset and trusted advisor positioning
Compliance monitoring and enforcement

Legal and Terms

Legal, cost and feasibility analysis
Contractor and visitor safety
Legal and other requirements
Contract administration and variation
Insurance regulation and consumer protection
Vendor, venue and supplier contracting for events
Vehicle documentation, compliance and consumer protection
Diagnosing client problems before prescribing solutions
Subcontractor and supplier management
Legal responsibilities and professional bodies
Goal setting and contracting
Environmental legal compliance
Advocacy and policy engagement
Contract law and formation
Contract exit and renewal

Campaigns and Projects

Designing voice-of-customer programmes
Governance of the CX programme
Voice of the customer programmes
Workforce planning and scheduling
Leading service projects and change
Leading banking projects and change
Development banking and project finance
Risk-based audit planning
Tender planning and documentation
Curriculum and programme design
Continuous improvement of programmes
Structuring engagements: scope, deliverables and expectations
Media planning and buying
Public health programmes: prevention and outreach
Forecasting and planning

Operations

Process improvement and lean thinking
Quality management and standards
Productivity and efficiency improvement
The procurement cycle and operating models
The vehicle sales process from enquiry to delivery
In-process quality control and inspection
Industrial utilities, energy and process safety interfaces
Discovery interviews and evidence gathering
Mineral processing and beneficiation
Quality management on site: inspections, hold points and defects
Healthcare quality, safety and accreditation
Reporting quality and governance
Root cause analysis frameworks in advisory work
Outcome and process measures
Quality and delivery metrics

Relationships and Partners

Stakeholder mapping and engagement
Stakeholders and users of financial information
Trends: ESG, transparency and stakeholder capitalism
Shareholder and stakeholder rights
Stakeholder and impact analysis
Influencing and safety leadership
Influencing and persuasion
Categories of spend and stakeholders
Strategic customer relationships
Managing boundaries and dual relationships
Stakeholder rights and fair treatment
Managing difficult stakeholders
Stakeholder mapping in banking
Wealth, SME and corporate relationships
Stakeholder identification and analysis

Ethics and Conduct

Corporate social responsibility and community impact
Professional ethics in customer service
Responsible and ethical service
Ethics and integrity in banking
Professional ethics and banking conduct
Treating customers fairly and market conduct
Integrity, confidentiality and conflicts
Anti-corruption and financial-crime ethics
Responsible and sustainable banking
Data ethics and customer privacy
Bribery, corruption and conduct risk
Ethics and professional standards in finance
Responsible and sustainable governance
Embedding responsible business
Ethics, confidentiality and professional conduct in HR

International Markets

International and cross-border tax
Writing advisory reports that drive decisions
Traceability, certification and export requirements
Key global frameworks: FAO, GlobalG.A.P., SDGs and national strategies
Agribusiness marketing, branding and export readiness
Grades, standards and export certification (GlobalG.A.P.)
Export readiness and standards
The agricultural sector: systems, actors and global food value chains
Transfer pricing and international tax
Cross-border data and transfers
Governance and organisational value
Presenting recommendations to senior decision-makers

Change and Adoption

Measuring CX transformation impact
Foreign exchange and treasury operations
Technology governance and change control
Foreign exchange and hedging
The finance function and digital transformation
Regulatory change management
Pricing, value articulation and professional fees
Ethics and independence in advisory relationships
Variations, claims and delay: managing change on site
Change talk and readiness
Habit change and behaviour design
Digital and market transformation
Behaviour change and adoption of innovations
Digital and self-service transformation
Change control and configuration

People and Incentives

Workforce and shift management in retail
Managing engagement risk and professional liability
Workforce management and scheduling
Customer and employee satisfaction
Employee engagement models and drivers
The employee lifecycle and HR value chain
Strategic workforce planning and demand forecasting
Derivatives and risk instruments
Control environment and risk assessment
Governance and the three lines model
Fraud risk and controls
Projects, programmes and portfolios

Sustainability

The project environment and stakeholders
ESG principles and frameworks
Sustainability strategy and materiality
Environmental governance and climate risk
Sustainability standards (GRI, ISSB)
Project governance and assurance
Sustainability and environmental duty
Environmental management systems (ISO 14001)
Environmental monitoring and reporting
Continuous environmental improvement
Integration with quality and environment
Sustainability and social impact in projects
Sustainability and responsible marketing
Project governance frameworks
Reporting to boards and executives

Learning Outcomes

What You Will Achieve

Retention and Lifetime Value — applied to your own work
Service Standards and Measurement — applied to your own work
Conduct and Fair Treatment — applied to your own work
Complaints as Information — applied to your own work
Recovery and First-Contact Authority — applied to your own work
The Journey Behind the Contact — applied to your own work

Enrolment Process

How to Get Certified

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Step 3: Study in the GLI Learning Portal

Work through 30 structured modules and 150 lessons at your own pace, with downloadable resources and expert-designed content — all inside the LMS.

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Step 4: Pass, Get Certified & Verified

Sit your final examination online, earn your certificate instantly, and receive a globally verifiable Certificate ID — plus GLI Alumni Network access.

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Frequently Asked Questions

Common Questions

What is the CCSJ certification?

The Certified Customer Service Journey Designer (CCSJ) is a Advanced-level professional certification awarded by the Global Leadership Institute (GLI). It is designed to equip professionals in customer service, contact-centre operations and customer experience with practical skills, internationally recognised frameworks, and the credentials needed to advance their careers.

Who should enrol in the CCSJ?

This certification is ideal for Customer Service Representatives, Contact-Centre and Front-Office Staff, Customer Experience Professionals and Service and Support Team Leaders, and other professionals seeking to formalise their expertise in customer service, contact-centre operations and customer experience with a globally recognised credential.

How long does the CCSJ certification take to complete?

The programme is structured over 11 Week and offers flexible learning modes. Self-paced learners can progress at their own schedule, while live virtual participants follow a structured cohort schedule with facilitator-led sessions.

Is the CCSJ internationally recognised?

Yes. GLI certifications are recognised across 100+ countries and are aligned with recognised customer-experience and service-quality standards. Graduates receive a digital certificate, a physical certificate and CPD credits recognised by employers worldwide.

What is the cost of the CCSJ certification?

The Certified Customer Service Journey Designer is offered in two formats: Self-Paced at USD 399 and Live Virtual at USD 599. Corporate group rates are available for organisations enrolling 5 or more participants. Contact GLI for a bespoke corporate training quotation.

What does the CCSJ certification include?

Enrolment includes all study materials and study guides, access to GLI's online learning portal, online examination, digital certificate and badge, physical certificate (posted), CPD credits, GLI alumni network membership, and ongoing facilitator support.

What is the assessment format for the CCSJ?

The Certified Customer Service Journey Designer is assessed through an online examination consisting of multiple-choice questions, case study analysis, and practical application assignments. The assessment is designed to evaluate real-world competency, not just theoretical recall.

What CPD credits do I earn from the CCSJ?

The Certified Customer Service Journey Designer carries Continuing Professional Development (CPD) credits, which can be applied towards professional body requirements including recognised international professional associations.

Can I study the CCSJ while working full-time?

Absolutely. The self-paced option is designed for busy working professionals and allows you to study when and where it suits you. Live virtual sessions are typically scheduled in the evenings or on weekends to accommodate professional commitments.

What career outcomes can I expect from the CCSJ?

Graduates progress towards senior customer-experience and service-operations roles. The CCSJ strengthens your expertise in customer service, contact-centre operations and customer experience and positions you for advancement across corporates, retail, banks, telecoms and service organisations.

Certified Customer Service Journey Designer

Certified Customer Service Journey Designer

Certification at a Glance

Who Should Enrol?

Everything Included in Your Enrolment

Why This Certification Matters for Your Career

Core Competencies You Will Develop

Programme Modules

What You Will Achieve

How to Get Certified

Common Questions

What Our Alumni Say

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