Journey Manager, Customer Experience (Open)

Position Overview

Autodesk is looking for a passionate, proactive Journey Manager in our quest to evolve our Experience Management Framework to improve the Customer Experience.

The Journey Manager will be critical to expanding Autodesk’s portfolio of Customer Experience Journeys and Service Blueprints. You will work with Autodesk design and product teams to govern, measure and manage the connected Journeys through a Journey Management platform.

Reporting to the Senior Manager of Customer Success Design, you will lead and maintain the framework that ensures teams are adopting and aligned with standards and ways of working. You will utilize customer feedback and operational measurements to identify areas of weakness and strength within the connected journeys. You will identify critical moments of truth for our customers and provide impactful insights to product and service owners across the organization.

You will jump into a priority area for the business on a visible team that creates and measures impact. You’ll solve intriguing challenges in a dynamic, collaborative workplace full of smart, engaged people.

This position is remote but may require onsite workdays or business travel.

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

Ideal Candidate

• You have a customer mindset – you can easily put yourself in the customer’s shoes and represent their point of view back to other team members
• You have experience inferring insights from customer data – you are a system-thinker and can easily transform messiness into simplicity
• You have experience developing cross-company projects and programs – you are able to work with a variety of different team members to create agreement and common goals
• You crave creative challenges – you see problems as opportunities to solve. You are naturally curious and are constantly pushing to understand the “why”

Minimum Qualifications

• 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 business performance analysis

Preferred Qualifications

• Experience using Journey Management Platforms like TheyDo

A degree in the following:

• Human-computer interaction
• Psychology
• Statistics or applied statistics
• Computer science
• Information systems
• Design