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Customer Experience Journey Strategist
2 months ago
Position Overview
Autodesk is seeking a dedicated and proactive Customer Experience Journey Strategist to enhance our Experience Management Framework aimed at elevating the Customer Experience.
The Journey Strategist will play a crucial role in expanding Autodesk's suite of Customer Experience Journeys and Service Blueprints. Collaborating with design and product teams, you will oversee, assess, and manage interconnected Journeys through a Journey Management platform.
Reporting to the Senior Manager of Customer Success Design, you will spearhead and uphold the framework that guarantees teams are adhering to and aligned with established standards and methodologies. Utilizing customer feedback and operational metrics, you will pinpoint areas of strength and improvement within the connected journeys. Identifying critical moments of truth for our customers, you will deliver valuable insights to product and service owners throughout the organization.
You will engage in a priority area for the business within a visible team that creates and measures impact. You will tackle intriguing challenges in a dynamic, collaborative environment filled with intelligent, engaged individuals.
This position is remote but may necessitate occasional onsite workdays or business travel.
Responsibilities
Continuously update and refine Customer Journey Maps and Service Blueprints based on new insights, gap identification, or updates in the Experience. Collaborate with Experience Designers, Researchers, and your team to govern and maintain the portfolio of maps. Collect journey analytics for established journeys to identify moments of truth and opportunities for enhancing the experience. Work across teams to develop and deliver a strategic roadmap for experience enhancements. Validate existing customer journeys using design thinking methodologies, identifying gaps and opportunities for each customer Experience/persona. Serve as the expert and train users on best practices, procedures, and functionalities within the Journey Management tool. Partner with fellow designers to lead and advocate for design thinking principles, collaborating across departments to implement Journey Management as a standard practice. Create visual materials and presentations, paying equal attention to layout and functional integration.Minimum Qualifications
5+ years in lifecycle management, Customer Experience Management, Business Process Analysis, Marketing Operations, Information Architecture (UX/UI), or equivalent experience. Develop and systematize Customer Journey Maps and Service Blueprint portfolios. Proven experience in translating data into actionable insights and solutions through quantitative research, strategy, and performance analysis.Preferred Qualifications
Familiarity with Journey Management Platforms such as TheyDo.A degree in one of the following fields:
Human-computer interaction Psychology Statistics or applied statistics Computer science Information systems DesignThe Ideal Candidate
You possess a customer-centric mindset – you can easily empathize with the customer and represent their perspective to other team members. You have experience deriving insights from customer data – you are a systems thinker capable of transforming complexity into clarity. You have experience in developing cross-company projects and initiatives – you can collaborate with diverse team members to establish consensus and shared objectives. You embrace creative challenges – you view problems as opportunities for solutions and are constantly seeking to understand the underlying reasons. About Autodesk
At Autodesk, we empower innovators to turn their ideas into reality, transforming not only how things are made but also what can be made. Our software is used to create everything from sustainable buildings to groundbreaking films.
We take pride in our culture at Autodesk – our Culture Code is fundamental to our operations. Our values and working methods enable our people to thrive and realize their potential, leading to superior outcomes for our customers.
As an Autodesker, you can be your authentic self and engage in meaningful work that contributes to a better future for all.
Salary Transparency
Salary is one component of Autodesk's competitive compensation package. Offers are determined based on the candidate's experience and geographic location. In addition to base salaries, we emphasize discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package. Diversity & Belonging
We are committed to fostering a culture of belonging and an equitable workplace where everyone can thrive.
