Customer Experience Journey Manager

3 days ago

Toronto, Ontario, Canada Autodesk Full time
Position Overview

Autodesk is seeking a highly skilled Journey Manager to join our team and contribute to the evolution of our Experience Management Framework. As a key member of our organization, you will play a crucial role in improving the Customer Experience by expanding our portfolio of Customer Experience Journeys and Service Blueprints.

Key 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.
Requirements
  • 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 performance analysis.
Preferred Qualifications
  • Experience using Journey Management Platforms like TheyDo.
About Autodesk

Welcome to Autodesk. We help innovators turn their ideas into reality, transforming not only how things are made but what can be made. Our Culture Code is at the core of everything we do, and we take great pride in our culture here at Autodesk. When you're an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all.

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