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Customer Experience Journey Manager

2 months ago

Toronto, Ontario, Canada Autodesk Full time
About the Role

We are seeking a highly skilled Customer Experience Journey Manager to join our team at Autodesk. As a key member of our Experience Management Framework team, you will play a critical role in evolving our customer experience strategy and driving business growth.

Key Responsibilities
  • Maintain and iterate Customer Journey Maps and Service Blueprints to ensure alignment with business objectives and customer needs.
  • Collaborate with cross-functional teams to gather journey analytics and identify moments of truth and opportunities for experience improvements.
  • Develop and systemize Customer Journey Maps and Service Blueprint portfolios to drive business outcomes.
  • Partner with designers and researchers to lead and promote design thinking principles and collaborate across departments to bring Journey Management as a way of working to fruition.
  • Communicate complex data insights and recommendations to stakeholders to inform business decisions.
Requirements
  • 5+ years of experience in lifecycle management, customer experience management, business process analysis, marketing operations, information architecture (UX/UI), or equivalent experience.
  • Proven track record of developing and systemizing Customer Journey Maps and Service Blueprint portfolios.
  • Experience in translating data into actionable insights and solutions through quantitative research, strategy, and performance analysis.
Preferred Qualifications
  • Experience using Journey Management Platforms like TheyDo.
About Autodesk

Autodesk is a leader in the design, engineering, and entertainment industries. We help innovators turn their ideas into reality, transforming not only how things are made but what can be made. Our culture is built on a foundation of collaboration, innovation, and a passion for making a positive impact on the world.