Journey Architect: Elevate End-to-End Customer Experiences

TTI Group; Milwaukee (WI); Hybrid; USD 90,000 - 135,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Education assistance

On-site wellness facilities

Job summary

Milwaukee Tool is seeking a Journey Manager to own end-to-end delivery for assigned journeys across digital and physical touchpoints. You will align customer insights with business goals, manage tradeoffs, and drive improvements within a matrixed organization.

Applicants should have 5+ years in journey management or related fields, strong facilitation and storytelling skills, and the ability to influence without direct authority while traveling as needed for research and field work.

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• Five or more years in journey management or adjacent discipline with delivery accountability.
• Experience developing journey maps, service blueprints, and related artifacts.
• Strong analytical skills integrating qualitative and quantitative data.
• Excellent written, verbal, and executive communication abilities.
• Ability to travel as needed for research and field visits.

Responsibilities

• Own and manage assigned journeys ensuring strategies, artifacts, and plans align with objectives.
• Translate feedback and data into prioritized recommendations with clear value.
• Develop core journey artifacts: maps, blueprints, personas, roadmaps, and docs.
• Facilitate cross-functional rhythms: current state, prioritization, and reviews.
• Lead alignment across teams and influence delivery plans and roadmaps.
• Represent customer needs in planning, product development, design, and ops.
• Define journey objectives, KPIs, and measurement frameworks; monitor performance.
• Maintain prioritized roadmaps of opportunities and translate into initiatives.

Skills

Journey management

Stakeholder management

Analytical skills

Cross-functional collaboration

Facilitation

Autonomy in ambiguous environments

Education

Bachelor's degree or equivalent experience

Tools

Journey mapping tools

CRM

Analytics dashboards

Job description

Milwaukee Tool is seeking a Journey Manager to own end-to-end delivery for assigned journeys across digital and physical touchpoints. You will align customer insights with business goals, manage tradeoffs, and drive improvements within a matrixed organization.

Applicants should have 5+ years in journey management or related fields, strong facilitation and storytelling skills, and the ability to influence without direct authority while traveling as needed for research and field work.