Experience Manager for Customer Experience Evolution

2 weeks ago


Toronto, Ontario, Canada Autodesk Full time
Company Overview
Autodesk is a pioneering technology company that empowers innovators to create incredible things. From sustainable buildings and eco-friendly cars to cutting-edge factories and blockbuster movies, our software helps bring imagination to life.
We pride ourselves on our unique culture, which fosters growth, creativity, and collaboration. Our Culture Code is the foundation of everything we do, guiding our employees to thrive and reach their full potential.
At Autodesk, you'll have the opportunity to be your authentic self and make meaningful contributions that benefit society as a whole.

Job Description
We're seeking an experienced Journey Manager to join our team in evolving our Experience Management Framework and enhancing the Customer Experience. As a key member of our design and product teams, you'll play a pivotal role in expanding our portfolio of Customer Experience Journeys and Service Blueprints.
This is a remote position with occasional onsite workdays or business travel required. You'll be working closely with our Senior Manager of Customer Success Design to lead and maintain the framework that ensures seamless adoption and alignment across teams.
Your primary responsibility will be to utilize customer feedback and operational measurements to identify areas of weakness and strength within connected journeys. You'll also provide impactful insights to product and service owners across the organization, highlighting critical moments of truth for our customers.

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

Estimated Salary: $95,000 - $120,000 annually
Our compensation package includes base salaries, discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.

Benefits
* Comprehensive health insurance (medical, dental, vision)
* 401(k) retirement savings plan with employer matching
* Flexible paid time off policy
* Opportunities for professional growth and development
* A dynamic, inclusive work environment that values diversity and belonging

Diversity & Belonging
We're committed to fostering a workplace where everyone can thrive. Learn more about our diversity initiatives and how you can contribute to creating a culture of belonging.

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