Autodesk

Job Requisition ID #

24WD84378

Position Summary

Autodesk is a global leader in design and make technology, with expertise across architecture, engineering, construction, design, manufacturing, and entertainment. Our software is used every day by millions of people to build a better, more sustainable world through innovative design and creation.

We are seeking a highly experienced and visionary Senior Manager of Journey Management to lead and transform our XD function. Reporting to the Director of Experience Insights, in this role, you will think end-to-end (E2E) and front-to-end (F2B) across customer journeys, ensuring that user insights are fully leveraged to create and manage seamless, impactful experiences.

You will lead a team of journey managers and service designers, integrating the findings of mixed method researchers to uncover deep insights into our users' needs and behaviors. You will enable a journey-based contribution model for a wide set of functions, including customer experience, product, design, analytics and others. Your work will directly influence a transformation towards journey-led collaboration and innovation.

Our Journey Management was established in 2023 and is rapidly growing and maturing. We are looking for a pragmatic, adaptable leader to take us to the next stage of growth and impact.

When applying you must include a cover letter, resume and portfolio with password access.

Responsibilities

Practice Development

• Development and scaling of a cross-functional journey management practice across the organization

• Evolve and maintain a standardized operating model and governance structure for journey management initiatives​​

• Advocate for and embed journey-centric practices into organizational culture and daily operations​

Strategic Journey Oversight

• Manage and optimize end-to-end and front-to-back customer journeys, ensuring alignment with business goals and customer needs​​

• Partner with Product, Engineering, CX, UX, and EX teams to create and maintain dynamic, living journey artifacts that serve as a source of truth to inform experience innovation​​

• Leverage user insights and operational data to identify journey improvement opportunities and drive actionable outcomes​​

Collaboration, Management, Leadership

• Approach your work with a pragmatic player-coach mindset, modeling best practices by doing select project work that the team can take forward

• Facilitate the alignment of stakeholders around journey outcomes and shared KPIs​​

• Serve as a liaison to product and program management groups, iterate the Journey Management practice to seamlessly integrate with related ways of working

• Facilitate workshops and co-creation sessions to foster alignment, unpack insights, and generate solutions​​

• Serve as a mentor and coach for internal teams, building journey management skills and capabilities​​

• Work independently while keeping stakeholders well-informed

System Design for effective use of Tools and Technology

• Oversee the integration of Journey Management tools to centralize and streamline processes​​

• Partner with Journey Management Ops as well as Research Ops to design, implement, iterate on scalable systems to equip deciders with the right information at the right time

• Ensure journey artifacts and data are accessible, integrated, and actionable across teams​​

Measurement and Optimization

• Define and monitor journey-related KPIs, linking them to broader organizational goals​, especially around e-commerce metrics like conversion, expansion, and retention

• Continuously iterate and adapt journey strategies based on data-driven insights and emerging customer needs​​

• Build and manage business cases at the journey and practice level

Change Management

• Act as a champion for cultural transformation, fostering buy-in and adoption of journey management practices across all organizational levels​​

• Address and mitigate resistance, building relationships that facilitate collaboration and integration of journey-centric approaches​​

Awareness

• Document and communicate practice accomplishments

• Develop cross-functional network and awareness

• Engage with stakeholders for roadmap planning and prioritization

Minimum Qualifications

• Bachelor’s or Master’s degree in Human-Computer Interaction, Psychology, Design, or a related field

• 10 + years of experience in user research, experience design, service design, or a similar role, with a track record of driving impactful user-centric strategies through journey management

• Proven experience in operationalizing journey management (people, process, platform)

• Strong collaboration skills with experience working cross-functionally in a complex organizational environment, proven collaboration experience in the ‘triad’, as well as with CX

• Deep understanding of user-centered UX design principles and methodologies, working hypothesis- and evidence-driven

• Ability to think strategically while being detail-oriented

• Understanding of industry-standard quant and qual research approaches

• Understanding of agile project management practices

• Proven track record in building/growing a journey management practice at enterprise scale, leveraging industry-leading journey management tools.

• Proven track record leading data driven design processes/ projects.

• Work experience with enterprise tech stacks

• Strategy development and budget planning

• Experience in integrating AI into workflows

• Excellent communication skills with the ability to influence stakeholders at all levels

• Sufficient technical knowledge to understand and collaborate on development constraints and possibilities

Preferred Qualifications

• Experience in B2B ecommerce or a related field

• Experience with a leading Journey Management tool such as TheyDo, Cemantica or Smaply, Milky Map, Out of Dark, etc

• Experience with insights repositories such as Dovetail

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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. For U.S.-based roles, we expect a starting base salary between $160,500 and $259,600. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, we also have a significant emphasis on annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

Salary is one part of Autodesk’s competitive compensation package. For Canada-BC based roles, we expect a starting base salary between $142,400 and $195,800. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, we also have a significant emphasis on annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

Equal Employment Opportunity

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

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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