Journey Manager, Customer Experience

Autodesk; Toronto; Remote; CAD 80,000 - 110,000; Full time

Job summary

A leading company in software solutions is seeking a Journey Manager to enhance their Experience Management Framework. The role involves collaborating with design and product teams to improve customer journeys and service blueprints, ensuring alignment with best practices and utilizing customer feedback for continuous improvement. Ideal candidates will have a strong background in customer experience management and data analysis, with a degree in a relevant field.

Qualifications

• 5+ years in lifecycle management, Customer Experience Management, or equivalent experience.
• Experience in translating data into actionable insights & solutions.
• Strong background in developing Customer Journey Maps and Service Blueprint portfolios.

Responsibilities

• Maintain and iterate Customer Journey Maps and Service Blueprints.
• Gather journey analytics to identify moments of truth and opportunities for improvements.
• Collaborate with teams to build and deliver a strategic roadmap of experience improvements.

Skills

Customer Experience Management

Data Analysis

Lifecycle Management

Design Thinking

Education

Degree in Human-computer interaction

Degree in Statistics or applied statistics

Degree in Computer science

Degree in Information systems

Degree in Design

Tools

Journey Management Platforms

Job description

Autodesk is looking for a passionate, proactive Journey Manager in our quest to evolve our Experience Management Framework to improve the Customer Experience.

The Journey Manager will be important to expanding Autodesk's portfolio of Customer Experience Journeys and Service Blueprints. You will work with Autodesk design and product teams to govern, measure and manage the connected Journeys through a Journey Management platform.

Reporting to the Senior Manager of Customer Success Design, you will lead and maintain the framework that ensures teams are adopting and aligned with standards and ways of working. You will utilize customer feedback and operational measurements to identify areas of weakness and strength within the connected journeys. You will identify critical moments of truth for our customers and provide impactful insights to product and service owners across the organization.

You will jump into a priority area for the business on a visible team that creates and measures impact. You'll solve intriguing challenges in a dynamic, collaborative workplace full of smart, engaged people.

This position is remote but may require onsite workdays or business travel.

Responsibilities

• Maintain and iterate Customer Journey Maps and Service Blueprints based on new insights, identification of gaps or updates in the Experience
• Collaborate with Experience Designers, Researchers and your team for the governance and maintenance of the portfolio of maps
• Gather journey analytics for established journeys to identify moments of truth and opportunities for experience improvements
• Work across teams to build and deliver a strategic roadmap of experience improvements
• Validate existing customer journeys using design thinking methods, define gaps and opportunities per each customer Experience / persona
• Be the expert and train users on best practices, procedures and functionalities in the Journey Management tool
• Partner with fellow designers to lead and promote design thinking principles and collaborate / iterate across departments to bring Journey Manage as a way of working to fruition
• Create graphics and presentations paying equal attention to layout and functional integration

Minimum Qualifications

• 5+ years in lifecycle management, Customer Experience Management, Business Process Analyst, Marketing Operations, Information Architecture (UX / UI) or equivalent experience
• Develop and systemize Customer Journey Maps and Service Blueprint portfolios
• Experience in translating data into actionable insights & solutions, through quantitative research, strategy and our performance analysis

Preferred Qualifications

• Experience using Journey Management Platforms like TheyDo

A degree in the following :

• Human-computer interaction
• Statistics or applied statistics
• Computer science
• Information systems
• Design

The Ideal Candidate

• You have a customer mindset – you can easily put yourself in the customer's shoes and represent their point of view back to other team members
• You have experience inferring insights from customer data – you are a system-thinker and can easily transform messiness into simplicity
• You have experience developing cross-company projects and programs – you are able to work with a variety of different team members to create agreement and common goals
• You crave creative challenges – you see problems as opportunities to solve. You are constantly pushing to understand the "why"

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Learn More

About Autodesk

Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

We take great pride in our culture here at Autodesk – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.

When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us!

Salary transparency

Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.

Diversity & Belonging

We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here :

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Customer Experience Manager • Toronto, ON, CAN