Senior Customer Journey Lead

tti; Milwaukee (WI); On-site; USD 95,000 - 125,000; Full time

Job summary

Milwaukee Tool seeks a Journey Manager to own delivery for one or more end-user or distributor journeys, uniting user needs with business objectives and operational constraints.

You will translate customer feedback and data into prioritized recommendations, developing journey maps, service blueprints, and measurement systems while guiding cross-functional teams to execute improvements.

Qualifications

• Bachelor's degree in Business, Marketing, CX or related field.
• 5+ years in journey management or adjacent disciplines.
• Experience developing and using journey maps and service blueprints.
• Strong analytical skills and ability to translate data into insights.

Responsibilities

• Own and manage assigned journeys across digital and non-digital touchpoints.
• Translate feedback and data into prioritized recommendations with clear user and business value.
• Develop journey artifacts: current/future state maps, service blueprints, personas, roadmaps.
• Facilitate alignment with cross-functional partners and stakeholders.

Skills

Journey management experience

Strong analytical skills

Cross-functional collaboration

Education

Bachelor's degree or equivalent experience in Business, Marketing, CX or related field

Tools

Journey maps

Service blueprints

Measurement frameworks

Job description

Milwaukee Tool seeks a Journey Manager to own delivery for one or more end-user or distributor journeys, uniting user needs with business objectives and operational constraints.

You will translate customer feedback and data into prioritized recommendations, developing journey maps, service blueprints, and measurement systems while guiding cross-functional teams to execute improvements.