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skills/governance/SKILL.md

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+---
+name: governance
+description: Use to establish ownership, cadences, and compliance for customer journey
+  programs.
+---
+
+# 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.
+
+---