Journey Management Study Group - Guest speaker: Mandy Giacchetto
Mandy Giacchetto is our guest speaker for the online event in November.
Join us for an engaging conversation with Mandy and fellow Journey Management enthusiasts!
Topic: Jobs-to-be-Done: A Trojan Horse for Journey Management
Overview: Most organizations love the idea of Journey Management – aligning teams around the customer, spotting friction early, and driving better experiences. But in practice, simply creating more journey maps rarely delivers on that promise.
In this session, Mandy will share how she shifted from leading with Journeys to leading with Jobs-to-be-Done, a mindset and framework that helps organizations embed Journey Management more naturally into how they work
Through her own recent experiences, Mandy will show how reframing around customer Jobs may help you:
Uncover shared goals across siloed teams
Create alignment between customer outcomes and business outcomes
Bring Journey Management to life as a continuous, cross-functional practice
Here are some things for you to ponder before Mandy’s talk:
Have you ever felt as though journey maps are a project “checkbox”, or at best, a bridge between two steps in the design process?
Do you find yourself thinking that not as many people are contributing to or consuming the journey maps as you had hoped?
Have you had a nagging feeling after a project is complete that there is so much untapped insight on that map that may go unused?
If these questions carry any meaning for you, then you’ll certainly have a lot to add to the discussion! Can’t wait to see you there!
Event details
Date: Friday, November 14, 2025
Time: 11 to 11:30 am (EST) | 5 to 5.30 pm (CET) | Time zone converter
Location: Online event
Note: After registration, the Zoom link will be shared with participants. The event will be recorded and shared with the attendees in a follow-up email.
Agenda
Presentation by Mandy - 15 minutes
Q&A with Mandy - 15 minutes
Note: After registration, the Zoom link will be shared with participants.
About the guest speaker
Mandy Giacchetto is a strategic design leader with over 15 years of experience helping organisations grow through meaningful, customer-centred experiences.
Mandy is based in Wilmington, North Carolina, United States.
She is the Director of CX & Service Design at Arvest Bank, and she has led teams and initiatives at Ginkgo Bioworks, frog design, and BCG Digital Ventures—launching inclusive banking products, scaling COVID testing platforms, and shaping digital experiences for brands like IKEA and Volkswagen.
She blends service design, product strategy, and brand storytelling to crack the “customer-centric growth code.” When she’s not working, she’s playing pickleball or travelling with her spouse Kim and their rescue dogs, Ted and Lucy.
If you have any questions before our meet-up, please feel free to send them to arun.martin@gmail.com.
We value your attendance!