Principal Journey Manager and Experience Researcher ( US / Canada, Remote)
$117,000–$117,000 year
RemoteUnited States or Canada
Job Summary
Create and maintain end-to-end customer journeys with validated insights and key metrics, mapping persona-based experiences to identify critical touchpoints and connections. Collaborate in the Journey Management platform to link insights with recommendations, driving strategic prioritization by partnering with CX, analytics, and cross-functional teams to monitor experience metrics and VOC. Lead rapid change through experiments, usability studies, and AI-assisted workflows to gather feedback and iterate on digital-first touchpoints. Produce boundary artifacts such as journey maps, service design blueprints, and prototypes while actively participating in platform governance to strengthen the journey management process. Communicate research findings clearly to executive audiences and facilitate workshops to translate insights into actionable product improvements that measure effectiveness against business impact.
Required Qualifications
- Led the creation of journeys validated by evidence from a variety of internal and external sources
- Actively revisited, maintained, and updated journeys with insights and key metrics as they become available from across partner and stakeholder groups
- Facilitated the decision-making process around the creation and identification of key opportunities in the context of journeys for experience improvement
- Partnered with product teams to prioritize strategic focus areas and remained 'plugged in' to support their execution, delivery, and evaluation
- Partnered with design to provide guidance for effective and consistent design implementation
- Employing a wide range of research methods, including formative and summative usability studies, customer interviews and contextual inquiry, and quantitative methods such as A/B testing, multi-variant testing, customer surveys and usage analytics
- Communicating and presenting research findings and insights in a clear and compelling way to a variety of audiences, including executive audience
- Lead efforts in AI-assisted research, leveraging generative AI tools at every step of the research and Journey Management process
- Supporting an outcome-oriented model measuring the effectiveness of research against business impact
Desired Qualifications
- Creating and maintaining end-to-end journeys with known insights and key metrics, facilitating new / additional research as needed
- Mapping persona-based journeys with a holistic view of the experience by identifying important moments that matter, how those touchpoints are connected, and how people experience Autodesk
- Collaborating in our Journey Management platform to connect insights with user journeys and resulting recommendations, driving strategic decision making and prioritization based on insights
- Partnering with CX, research teams, analytics, and other cross-functional teams to refine and monitor experience metrics and VOC
- Working to develop and maintain a network of collaborators across departments and seniority levels
- Facilitating co-creation workshops with partners throughout the company as needed to bring alignment and enable action
- Producing boundary artifacts such as journey maps, service design blueprints, service prototypes, and integrating business process mapping where appropriate
- Actively participate in platform governance efforts to strengthen the journey management process, help implement and establish it
- Proactively planning and executing discovery research throughout the design and development lifecycle, from early strategic direction through post-release validation
- Integrating and synthesizing complex data from diverse sources, analyzing insights for business impact, mapping and measuring outcomes to key moments in the journey
- Acting beyond just a practitioner of research and taking responsibility to be an activator, making sure insights turn into industry-leading products and services
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