Manager, Journey Management & Discovery Research

Job Requisition ID #

24WD84378

Overview

We are seeking a highly experienced and visionary Manager of Journey Management and Discovery Research to lead and transform this key design function. You will lead a team of service designers, researchers, and journey management professionals, integrating mixed method research findings to uncover deep insights into our users' needs and behaviors, while driving practice maturity. Your work will directly influence a transformation towards journey-led collaboration and innovation. Our Journey Management practice 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.

Preference for candidates in Atlanta to work hybrid/ remote.

When applying, you must include resume, portfolio (with access password), and meaningful cover letter

Responsibilities:

1. Practice Development

• Iterate and scale a cross-functional journey management practice.
• 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.

2. Strategic Journey Oversight

• Overlook the management of 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 journeys to inform experience innovation.
• Leverage user insights and operational data to identify & quantify journey improvement opportunities and drive actionable outcomes.

3. Discovery Research

• Proactive planning of discovery engagements, simplified through creating and managing a backlog of research questions
• On occasion, act as player coach and conduct research

4. Collaboration, Management, Leadership

• Align stakeholders around journey outcomes and shared KPIs.
• Serve as a liaison to product and program management groups.
• Facilitate workshops and co-creation sessions to foster alignment, unpack insights, and generate solutions.
• Serve as a mentor and coach to internal teams, building journey management skills and capabilities.

5. System Design for effective use of Tools and Technology

• Oversee the integration of Research and Journey Management tools to centralize and streamline processes.
• Partner with Research and Journey Management Operations to implement and iterate 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.

6. Measurement and Optimization

• Define and monitor journey-related KPIs, linking them to broader organizational goals, especially around e-commerce metrics like acquisition, conversion, expansion, and retention.
• Continuously iterate and adapt journey strategies based on data-driven insights and emerging customer needs. Build supporting business cases.

7. Change Management

• Act as a champion for cultural transformation, fostering buy-in and adoption of journey management practices across all organizational levels.
• Build and grow relationships that facilitate collaboration and integration of journey-centric approaches.

8. Awareness

• Document and communicate practice accomplishments.
• Develop cross-functional networks and awareness.
• Engage with stakeholders for roadmap planning and prioritization

Minimum Qualifications:

• 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 leading data driven design processes/ projects
• 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 insights repositories such as Dovetail
• Experience with a leading Journey Management tool such as TheyDo, Cemantica or Smaply, Milky Map, Out of Dark, etc

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 $139,400 and $225,500. 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 $120,000 and $165,000. 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.

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