Customer Journey Architect & Strategy Lead

Milwaukee Tool; Milwaukee (WI); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Robust health, dental, and vision

401(k) savings plan

Education assistance

On-site wellness facilities

Job summary

Milwaukee Tool seeks a Journey Manager to own delivery for end user and distributor journeys. You will translate feedback and data into prioritized, value-driven recommendations and develop core journey artifacts such as maps, blueprints, and roadmaps.

You’ll collaborate with UX, Product, Analytics, and Operations to align priorities and drive outcomes. Your role requires leading cross-functional teams, managing tradeoffs, and coaching others within a matrix organization.

Qualifications

• Bachelor’s degree or equivalent experience in a related field.
• Five+ years of journey management or adjacent discipline experience.
• Experience developing journey maps, service blueprints, and related artifacts.
• Strong analytical skills integrating qualitative and quantitative data.
• Experience defining and reporting on KPIs and dashboards.
• Strong facilitation and cross-functional leadership skills.
• Ability to influence without formal authority and manage multiple priorities.

Responsibilities

• Own and manage assigned journeys including digital and non-digital aspects.
• Translate customer insights into prioritized recommendations with clear value.
• Develop and maintain journey artifacts (maps, blueprints, personas, roadmaps).
• Coordinate with cross-functional partners to define current state and prioritization.
• Lead alignment across teams and influence roadmaps and delivery plans.
• Represent customer/distributor needs in business planning and product development.
• Define journey objectives and KPIs, monitor performance, report outcomes.
• Maintain a prioritized roadmap of opportunities and translate into action plans.
• Contribute to Journey Management standards and tools.
• Perform other duties as assigned.

Skills

Journey management

Stakeholder facilitation

Data-driven decision making

KPI and metrics

Cross-functional leadership

Project/program management

Executive communication

Autonomy in ambiguous environments

Education

Bachelor’s degree or equivalent

Tools

Journey mapping tools

CRM systems

Analytics dashboards

Job description

Milwaukee Tool seeks a Journey Manager to own delivery for end user and distributor journeys. You will translate feedback and data into prioritized, value-driven recommendations and develop core journey artifacts such as maps, blueprints, and roadmaps.

You’ll collaborate with UX, Product, Analytics, and Operations to align priorities and drive outcomes. Your role requires leading cross-functional teams, managing tradeoffs, and coaching others within a matrix organization.