Journey Manager, Customer Experience Specialist

4 weeks ago


Toronto, Ontario, Canada Autodesk Full time
Position Overview

Autodesk is seeking a skilled Journey Manager to enhance our Experience Management Framework and improve the Customer Experience.

Key Responsibilities
  • Maintain and iterate Customer Journey Maps and Service Blueprints based on new insights and updates.
  • Collaborate with Experience Designers and Researchers to govern and maintain the portfolio of maps.
  • Gather journey analytics 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 and define gaps and opportunities.
  • Be the expert and train users on best practices, procedures, and functionalities in the Journey Management tool.
  • Partner with designers to lead and promote design thinking principles and collaborate across departments.
Requirements
  • 5+ years of experience in lifecycle management, Customer Experience Management, Business Process Analyst, Marketing Operations, or equivalent.
  • Develop and systemize Customer Journey Maps and Service Blueprint portfolios.
  • Experience in translating data into actionable insights and solutions.
Preferred Qualifications
  • Experience using Journey Management Platforms like TheyDo.
About Autodesk

Welcome to Autodesk, where we help innovators turn their ideas into reality. We take pride in our culture, which is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, leading to better outcomes for our customers.



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