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 Weeks 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@certifications.ac, 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 in Guinea

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 Weeks 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?

Customer Service Representatives
Contact-Centre and Front-Office Staff
Customer Experience Professionals
Service and Support Team Leaders

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
Complaint handling and service recovery
Brand, reputation and communications
Commercial ethics and responsible selling
Market research and customer insight methods
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 and Measurement

Marketing measurement and attribution
Customer journey mapping and service design
Complaint handling and service recovery
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
Service standards, levels and measuring service
Voice of the customer and acting on feedback
Expanding into regional and export markets

Conduct and Fair Treatment

Commercial ethics and responsible selling
Complaint handling and service recovery
Brand, reputation and communications

Complaints as Information

Complaint handling and service recovery
Customer journey mapping and service design
Customer retention, loyalty and lifetime value

Recovery and First-Contact Authority

Complaint handling and service recovery
Customer journey mapping and service design
Commercial ethics and responsible selling

The Journey Behind the Contact

Customer journey mapping and service design
Complaint handling and service recovery
Customer retention, loyalty and lifetime value

Learning and Research

Building the learning brand
Aligning learning to performance
Leading the learning function
Apprenticeships and work-based learning
Wellbeing and personal-effectiveness learning
Community and lifelong learning
Research methods for policy
Training needs analysis and learning strategy
Evaluating learning impact (Kirkpatrick, ROI)
Instructional design and blended learning
Knowledge management and capability building
Minimum viable offer and validated learning
Analytical techniques and bias
Preparing financial statements
Financial reporting frameworks (IFRS/GAAP)

Markets and Customers

Supplier segmentation and relationship strategy
Strategic positioning versus operational effectiveness
Strategic development and long-range positioning
The consulting mindset and trusted advisor positioning
Customer data and CRM
Market research and intelligence
Interpreting financial statements
Management accounts and dashboards
Budget vs actual and variance
Cost and profitability analysis
Forecasting and planning
Customer segmentation and needs analysis
Customer journey and experience design
Brand and corporate reputation
Spend analysis and segmentation

Selling Practice

Responsibility accounting and cost centres
Stakeholders, agency and accountability
Succession planning and talent pipelines
Talent sourcing channels and pipelines
Offer management, negotiation and pre-boarding
Data visualisation for finance
Setting goals, roles and accountability
Negotiation and conflict resolution
Decision support and insight
Negotiation strategy and planning
Negotiation tactics and behaviours
Sales enablement and coaching
Marketing and sales ethics
Marketing and sales KPIs and dashboards
Funnel, pipeline and conversion metrics

Customer Experience

Service quality and the passenger experience in transport
Customer loyalty and repeat purchase in retail
Communicating financial results
Complaints, accountability and fitness to practise
Customer success and retention
Customer experience and journey mapping
Customer experience transformation
Journey and process redesign
Professional ethics in customer service
Complaints, redress and accountability
Customer service and CX strategy
Customer retention in the vehicle ownership cycle
Prioritising experience investments
Customer and journey analysis
Designing a service or experience improvement

Digital Channels

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
Technology governance and change control
Digital credit and alternative data
The finance function and digital transformation
Psychodynamic and psychoanalytic approaches
Automation and safety technology
Professional roles, boundaries and settings
Digital transformation and IT strategy
Digital procurement and the future of the profession

Evidence and Analytics

Translating insight into strategy
Peer support and consultation
Duty of care and risk management
Baseline surveys and data collection tools
Yield, productivity and profitability metrics
Data quality, analysis and reporting
Record-keeping and data protection
Client feedback and satisfaction
Portfolio of evidence and reflective practice
Data-driven decision support and analytics
Statistics and exploratory data analysis
Data quality and governance
Customer personas and insight
Customer and brand health metrics
Marketing analytics and attribution

Commercial Finance

Headcount budgeting and establishment control
Time-to-hire, quality-of-hire and cost metrics
Cost of accidents and prevention value
Legal, cost and feasibility analysis
Risk, cost and feasibility analysis
Evidence-based improvement
Managing risk and difficult cases
Make-versus-buy and total cost of ownership
Cost and price analysis
NGO financial management and budget-versus-actual discipline
Insurance pricing, premiums and loadings
Driving effective, ethical outcomes
Designing and facilitating groups
Psychoeducation and workshops
Working with organisations on wellbeing

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
Designing an intervention or programme
Ethical, risk and feasibility considerations
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

Social media customer care
Influencing and presenting insights
Professional and persuasive communication
Transaction monitoring and suspicious reporting
Regulatory reporting and audits
Control monitoring and reporting
Crisis communications
Stakeholder communications
Ethics in communications
Communications strategy and planning
Internal communications
Integrated marketing communications
Dashboards and performance reporting
Professional presentation and pitching
Reporting to leadership

Leadership and Teams

Working with referrers and multidisciplinary teams
Collaboration and teamwork
Project management standards (PMI, PRINCE2)
Project roles and the project manager
Stakeholder and sponsor management
Organisational change management
Building project management maturity
Lessons learned and knowledge management
Project management maturity assessment
Value and benefits management
Requirements gathering and management
Leading remote and hybrid teams
Team diversity and inclusion
High-performance team rituals and cadence
Self-awareness and the leader's identity

Performance and Targets

Performance measurement and KPI dashboards
Objective setting: KPIs, OKRs and cascading goals
Continuous feedback and performance conversations
Professional case study and presentation
Policy, planning and objectives
Measuring innovation performance
Sustaining high performance over time
Balanced scorecard and KPI frameworks
Strategy execution and the balanced scorecard
Managing team performance and dynamics
Contract performance and exit
Managing schedule and budget performance
Setting objectives and marketing KPIs
Capacity and performance management
Setting objectives, indicators and targets

Capability Development

Coaching models and frameworks (GROW)
Competency framework development
Facilitation, coaching and mentoring
High-potential identification and talent reviews
Evidence-based practice
Creating a coaching culture
Managing resistance and capability building
Supplier development and improvement
Developing strategic capability in others
Real estate development and project appraisal
Proposal development and donor reporting
Attachment and developmental theory
Risk assessment and safety planning
Lessons learned and development
Wellbeing and resilience coaching

Strategic Context

Competitive bidding processes
Financial inclusion strategy
Strategic analysis: PESTLE, SWOT and Porter’s Five Forces
Learning strategy and business alignment
Learning strategy and roadmaps
Real options and strategic investment
Sustainability strategy and materiality
Strategic workforce planning and demand forecasting
Reward strategy and total reward frameworks
Wellbeing and holistic health strategy
Business model design and unit economics
Strategy as a coherent set of choices
Sources of competitive advantage
Strategic options and real options thinking
Corporate portfolio strategy and parenting advantage

Risk and Compliance

Interest-rate risk and gap analysis
Asset-liability committee (ALCO) governance
Derivatives and risk instruments
Regulatory liquidity ratios (LCR, NSFR)
Control environment and risk assessment
Process and control documentation
Governance and the three lines model
Fraud risk and controls
Audit risk and materiality
Treatment planning and review
Corporate governance principles and purpose
Project budgeting and financial control
Financial risk in projects
Monitoring, control and reporting
Baseline setting and change control

Legal and Terms

Policy development and drafting
Employment relationship and the psychological contract
Legal and regulatory responsibility
Environmental legal compliance
Contractor and visitor safety
Legal and other requirements
Contract types and risk allocation
Contract administration and variation
Contract governance and compliance
Policy administration and customer service in insurance
Insurance regulation and consumer protection
Subcontractor and supplier management
Legal responsibilities and professional bodies
Goal setting and contracting
Advocacy and policy engagement

Campaigns and Projects

Measuring programme success
Leading project teams
Managing complexity and comorbidity
Building high-performing project teams
Marketing planning and budgeting
Innovation and new product launch
Governance of campaigns and spend
Campaign or go-to-market plan
Campaign planning and execution
Leading campaigns and sales projects
Team leadership in field and project settings
Workplace and organisational contexts
Designing a safety programme or control
Emergency preparedness and response planning
Discovery-driven planning and assumption testing

Operations

Data quality and master data management
Operating model redesign
The vehicle sales process from enquiry to delivery
In-process quality control and inspection
Industrial utilities, energy and process safety interfaces
Goal setting and action planning
Mineral processing and beneficiation
Quality management on site: inspections, hold points and defects
Healthcare quality, safety and accreditation
Reporting quality and governance
Accountability and follow-through
Design review and quality
Time management and personal productivity
Productivity and effectiveness measurement
Productivity, collaboration and workflow tools

Relationships and Partners

Influencing and persuasion
Categories of spend and stakeholders
Strategic customer relationships
Managing boundaries and dual relationships
Ethics and independence in advisory relationships
The project environment and stakeholders
Stakeholder rights and fair treatment
Delivery, quality and stakeholder plan
Stakeholder identification and analysis
Stakeholder engagement strategy
Managing expectations and influence
Influencing and safety leadership
Building project relationships
Influencer and affiliate marketing
Building strategic customer relationships

Ethics and Conduct

Professional ethics and banking conduct
Treating customers fairly and market conduct
Integrity, confidentiality and conflicts
Responsible and sustainable banking
Data ethics and customer privacy
Bribery, corruption and conduct risk
Ethics and independence
Ethics and professional standards in finance
Responsible and sustainable governance
Embedding responsible business
Ethics, confidentiality and professional conduct in HR
Regulation, ethics and misinformation in media and telecoms
Ethical principles and codes of practice
Sustaining ethical, effective practice
Ethical frameworks and codes of practice

International Markets

Measuring coaching outcomes
Strengths, flow and engagement
Meaning, purpose and values
Outcome and process measures
Global sourcing and trade
Evidence-based practice and research literacy
Transfer pricing and international tax
Cross-border data and transfers
Cross-cultural and global inclusion
Global and comparative HR contexts
Global sourcing and international trade
International and cross-border tax
Data, records and confidentiality tech
Practice management systems
Psychometric and screening tools

Change and Adoption

Change control and configuration
Change and adoption in projects
Measuring change and project impact
Sales and marketing transformation
Measuring growth and transformation impact
Ethics of technology in practice
Emerging tools and innovation
Communicating with families and carers
Digital and market transformation
Behaviour change and adoption of innovations
Digital and self-service transformation
Variations, claims and delay: managing change on site
Change talk and readiness
Habit change and behaviour design
Measuring CX transformation impact

People and Incentives

Professional writing and reports
Workforce management and scheduling
Workforce planning and scheduling
Employee experience and engagement
Customer and employee satisfaction
Talent, succession and workforce learning
Employee engagement models and drivers
The employee lifecycle and HR value chain
Communicating risk to the workforce
Innovation culture, incentives and psychological safety
Workforce and shift management in retail
Workforce planning and the capability gap
Employee relations, discipline and fair process
Employee engagement and what actually drives it
Digital HR and the employee experience platform

Sustainability

Continuous environmental improvement
Integration with quality and environment
Sustainability and responsible sourcing
Environmental, social and governance (ESG)
Sustainability reporting and disclosure
Embedding sustainability in sourcing
Mine water, tailings and environmental management
Integrated and sustainability reporting
Sustainability and social impact in projects
Market analysis and environmental scanning
Sustainability and responsible marketing
Sustainability certification and standards
Sustainable and green banking
Emerging assurance areas (ESG)
Sustainability, ESG and integrated value

Learning Outcomes

What You Will Achieve

Establish a comprehensive understanding of Certified Customer Service Journey Designer principles aligned with recognised customer-experience and service-quality standards
Apply evidence-based methods to improve customer service, contact-centre operations and customer experience
Master customer service excellence and standards and contact centre and multichannel operations
Apply complaint handling and service recovery and customer experience design and journey mapping in real-world settings
Lead risk management, quality and compliance relevant to your field
Design stakeholder engagement and professional communication strategies
Use data-driven decision-making and performance-measurement tools effectively
Apply internationally recognised best practice to advance your career in customer service

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 Weeks 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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