Journey Manager

3 weeks ago

Toronto, Ontario, Canada Autodesk Full time
Customer Experience Journey Strategist

Position Overview


Autodesk is seeking a Customer Experience Journey Strategist to expand our Experience Management Framework, improving the Customer Experience. This role will work with design and product teams to govern, measure, and manage connected journeys through a Journey Management platform.


Key Responsibilities

  • Develop and iterate Customer Journey Maps and Service Blueprints based on new insights and updates in the Experience.
  • Collaborate with Experience Designers and Researchers for the governance and maintenance of 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, defining 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 designers to lead and promote design thinking principles, collaborating across departments to bring Journey Management as a way of working to fruition.
  • Create graphics and presentations paying equal attention to layout and functional integration.

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 performance analysis.

About Autodesk


Welcome to Autodesk. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made. 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, leading to even better outcomes for our customers.

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