Senior Manager, Service Design

Job Requisition ID #

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-Comput