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Job Information
Autodesk Journey Manager, Customer Experience in Toronto, Ontario
Job Requisition ID #
24WD79124
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 important 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
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 our 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
The 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 constantly pushing to understand the "why"
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Learn More
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.
When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us!
Salary transparency
Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.
Diversity & Belonging
We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging
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