governance

# Journey Governance Framework Skill

## When to Use
- Standing up or refreshing journey councils and review cadences.
- Coordinating multi-team initiatives that impact customer experience.
- Preparing executive updates or compliance reviews tied to journey changes.

## Framework
1. **Ownership Model** – define RACI across CX strategist, product, marketing, CS, ops, and exec sponsors.
2. **Cadences** – set quarterly journey reviews, monthly initiative standups, and weekly execution syncs.
3. **Documentation** – maintain living journey maps, backlog tracker, decision log, and KPI dashboards.
4. **Change Control** – outline approval steps, testing requirements, and communication plans for journey changes.
5. **Measurement & Accountability** – set KPIs per initiative, assign owners, and track progress vs targets.

## Templates
- Governance charter (mission, scope, roles, cadences, tooling).
- Decision log (request, decision, rationale, owner, follow-up date).
- KPI dashboard outline for exec reviews.

## Tips
- Pair governance reviews with updated VOC and telemetry so decisions stay grounded in customer data.
- Keep documentation in a shared workspace with version history.
- Rotate spotlight sections in reviews to feature wins, experiments, and unresolved risks.

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