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Customer Experience Strategist

1 month ago

Toronto, Ontario, Canada Autodesk Full time
About the Role

We are seeking a highly skilled Customer Experience Strategist to join our team at Autodesk. As a key member of our organization, you will be responsible for 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
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 our performance analysis
About Autodesk

Welcome to Autodesk Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

We take great pride in our culture here at Autodesk – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.

Salary: $120,000 - $160,000 annually, depending on location and experience.