Principal Journey Manager and Experience Researcher (Canada | Remote)

Overview

Lead end-to-end journey mapping and AI‑enabled user research to drive customer experience.

Key Responsibilities

• journey mapping
• service blueprint
• ai research
• usability testing
• data integration
• stakeholder workshops

Tasks

-Collaborating in our Journey Management platform to connect insights with user journeys and resulting recommendations, driving strategic decision making and prioritization based on insights. -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. -Producing boundary artifacts such as journey maps, service design blueprints, service prototypes, and integrating business process mapping where appropriate. -Lead efforts in AI-assisted research, leveraging generative AI tools at every step of the research and Journey Management process. -Acting beyond just a practitioner of research and taking responsibility to be an activator, making sure insights turn into industry-leading products and services. -Working to develop and maintain a network of collaborators across departments and seniority levels. -Actively participate in platform governance efforts to strengthen the journey management process, help implement and establish it -Facilitated the decision-making process around the creation and identification of key opportunities in the context of journeys for experience improvement. -Communicating and presenting research findings and insights in a clear and compelling way to a variety of audiences, including executive audience. -Partnering with other researchers on our team and across the broader research community at Autodesk to share and evangelize research findings, collaborate on projects to understand our customers’ end-to-end journey, and to promote research as a strategic driver for our products and services. -Actively revisited, maintained, and updated journeys with insights and key metrics as they become available from across partner and stakeholder groups. -Proactively planning and executing discovery research throughout the design and development lifecycle, from early strategic direction through post-release validation. -Partnering with CX, research teams, analytics, and other cross-functional teams to refine and monitor experience metrics and VOC. -Led the creation of journeys validated by evidence from a variety of internal and external sources. -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. -Facilitating co-creation workshops with partners throughout the company as needed to bring alignment and enable action. -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. -Integrating and synthesizing complex data from diverse sources, analyzing insights for business impact, mapping and measuring outcomes to key moments in the journey. -Supporting an outcome-oriented model measuring the effectiveness of research against business impact. -Facilitating empathy and synthesis workshops with project teams and stakeholders to ensure that findings and insights are translated into actionable product improvements.

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About Autodesk

-Pioneered software for 2D and 3D design, revolutionizing industries. -Known for products like AutoCAD, it reshaped architecture, engineering, and manufacturing workflows. -Empowering creators in fields from construction to digital media, enabling more innovative designs. -Develops tools used in iconic projects, from skyscrapers to blockbuster movies. -Pushes the boundaries of design technology, leading the way in artificial intelligence and automation. -Software is a cornerstone in diverse sectors, from industrial to infrastructure, energy, and entertainment. -Cloud-based solutions streamline design processes and foster real-time collaboration across industries. -A leader in 3D design software, with solutions powering projects in every corner of the globe. -Committed to shaping the future of digital design, bringing complex visions to life.

Sector Specialisms