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Customer Experience Journey Manager

3 months ago

Toronto, Ontario, Canada Autodesk Full time
Job Requisition ID #

  • 23WD68496
Position Overview


Autodesk is looking for a passionate, self-motivated Journey Manager in our quest to evolve our Experience Management Framework to improve the Customer Experience and drive growth.

In this role, you will be critical to expanding Autodesk's portfolio of Customer Experience Journeys and Service Blueprints.

You will be responsible for supporting organizations across Autodesk to govern, measure and manage the connected Journeys through a Journey Management platform.


You will lead and maintain the framework that ensures cross-functional 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.


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 internal stakeholders 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
  • Provide direction and visibility on insights and viable solutions to the relevant crossfunctional teams and stakeholders
  • 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
  • Acts as the expert and train users on best practices, procedures and functionalities in the Journey Management tool
  • Partner with fellow designers to drive and promote design thinking principles and collaborate/iterate across functions to bring vision and strategy 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- Demonstrated ability to develop and systemize Customer Journey Maps and Service Blueprint portfolios- Experience in translating data into actionable insights & solutions, through quantitative research, strategy and business performance analysis

Preferred Qualifications- A degree in the following would be preferred:

  • Human-computer interaction-
  • Psychology-
  • Statistics or applied statistics-
  • Computer science-
  • Information systems-
  • Design-
  • Anthropology-
  • 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 think analytically and structurally
  • you are a system-thinker and can easily transform messiness into simplicity
  • You understand the value of collaboration
  • you are able to work with a variety of different stakeholders to create alignment and execute around common goals. You also have exceptional communication skills and are an attentive listener who is open to new ideas and respectful of differing opinions and perspectives
  • You crave creative challenges
  • you see problems as opportunities to solve. You are naturally curious and are constantly pushing to understand the "why"
  • You get stuff done
  • you know when it is time to turn from ideation to execution, and you do it flawlessly and with enthusiasm and attention to detail
  • You bring data to the debate
  • you love data wrangling and delving into new datasets and recognize that a data-backed set of insights will lead to better recommendations and decision making


At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world.

Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic.

We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

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