Principal Journey Manager and Experience Researcher (Canada | Remote)

We are looking for a Principal Journey Manager and Experience Researcher, reporting to the Manager, Journey Management and Discovery Research within Autodesk's Growth Experience and Technology (GET) organization. Our team ensures delivery of a seamless experience across the full customer life cycle, End-to-End as well as Front-to-Back. Our team embodies a journey-centric way of collaborating with cross-functional partners including marketing, sales, customer success, legal, engineering, product management, analytics, user research/insights and others to achieve success together.

We are using Journey Management as a modern way of collaboration to deliver experiences for our customers, partners, and employees to drive the throughline from insights to execution. You will be focusing on discovery and journey work for next-generation experiences. By combining generative research methods with a journey-centric view, you will deliver insight reports that help determine the direction and roadmap for strategic projects.

Our Journey Managers and Experience Researchers are relentless customer and user advocates. They possess a passion for human-centered design and know when and how to leverage a variety of research methods and journey development tools to work in lockstep with their teams to envision, validate, and manage high-quality experiences. They embody a continued improvement mindset and operate within a journey management framework to track experiences over time, facilitate ongoing review, influence and activate experience transformation. In a distributed organization model, they form strong and lasting partnerships to exchange insights with research and analytics groups across the organization. They are responsible for keeping journeys in sync with roadmaps and latest organizational knowledge.

The Principal Journey Manager and Experience Researcher will join a high-performing research and design team and will conduct discovery on our digital-first customer touchpoints. The role will require sharp research skills, along with a strategic mindset and the ability to collaborate iteratively with different product teams.

Throughout your work, you will lead rapid change by running experiments, gathering feedback, and iterating collaboratively. In this visible role, you'll interact with senior leadership, internal and external teams. The role requires rigor around research roadmap planning, speed in execution, and a relentless curiosity to experiment with and operationalize AI-integrated workflows.

Responsibilities

Journey Management

• 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

Experience Research

• 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.
• 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.
• Facilitating empathy and synthesis workshops with project teams and stakeholders to ensure that findings and insights are translated into actionable product improvements.
• Lead efforts in AI-assisted research, leveraging generative AI tools at every step of the research and Journey Management process.
• 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.
• Acting beyond just a practitioner of research and taking responsibility to be an activator, making sure insights turn into industry-leading products and services.
• Supporting an outcome-oriented model measuring the effectiveness of research against business impact.

Experience

• 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.