Manager, Journey Management

Autodesk•Toronto, ON

2d•Remote

About The Position

In Autodesk AEC Construction, our mission is to help teams meet the world’s rapidly expanding building and infrastructure needs while making construction more predictable, safe, and sustainable. Reporting to the Sr. Director, AEC, User Success, the Journey Manager, User Success is responsible for transforming how the organization understands, prioritizes, and delivers value to users by operationalizing Critical User Journeys (CUJs) as a core decision-making framework. This role sits at the center of our shift toward a mature, AI-powered product insights function—ensuring that user needs, behaviors, and outcomes are continuously connected to product strategy and execution. This role exists to solve a critical gap: while user insights are generated across research, analytics, and feedback systems, they are often fragmented and underutilized in driving end-to-end product decisions. The Journey Manager establishes a living system of journeys, personas, and opportunities that enables teams to align around what matters most, prioritize effectively, and measure impact over time. Working across domains, this role connects qualitative insight, quantitative data, and business context into a unified view of the user experience. The Journey Manager is accountable for ensuring that journeys are not static artifacts, but dynamic, continuously evolving systems that guide investment decisions, shape AI-driven innovation, and improve user and business outcomes. Success in this role means shifting the organization from episodic, project-based understanding of users to continuous, system-level insight—enabling faster decision-making, more coherent experiences, and measurable improvements in adoption, satisfaction, and growth. This role is expected to operate with a high degree of ownership across ambiguous problem spaces, shaping both the system and the outcomes. You will create clear strategic direction, influence decisions across functions, and ensure that user understanding translates into measurable product and business impact.

Requirements

8+ years of experience in service design, journey management, UX research, product strategy, or related fields
Proven experience mapping and managing end-to-end customer journeys and translating insights into actionable improvements
Strong experience integrating qualitative and quantitative data to inform decisions and drive impact
Demonstrated ability to influence cross-functional teams and align stakeholders around shared outcomes
Experience working in complex, matrixed organizations with multiple partners and competing priorities
Strong facilitation and storytelling skills, with the ability to communicate complex insights clearly and persuasively
Familiarity with journey management platforms (e.g., TheyDo, Smaply) and experience scaling systems and practices
Experience driving change and adoption of new ways of working across teams
Exposure to AI-enabled workflows or strong interest in applying AI to research, insights, or design processes

Responsibilities

Define, manage, and evolve Critical User Journeys (CUJs) as a core framework for product and business decision-making
Establish and maintain a living system of journeys, personas, and workflows that reflect real user behavior and needs
Ensure alignment between journey priorities and broader product, platform, and organizational strategy
Identify high-impact opportunities across journeys to guide investment, consolidation, or innovation decisions
Integrate qualitative research, behavioral analytics, sentiment data, and market context into cohesive journey views
Translate complex, multi-source insights into clear opportunity areas and prioritized actions
Partner with Product and cross-functional teams to convert journey insights into roadmap inputs, experiments, and solutions
Enable continuous opportunity spotting, prioritization, and activation through structured frameworks and tooling
Lead the creation and evolution of end-to-end (L1) and workflow-level (L2) journey maps, ensuring depth, accuracy, and usability
Build and maintain journey artifacts (maps, blueprints, personas, opportunity backlogs) as dynamic, actionable assets
Partner with operations and tooling teams to scale journey management platforms (e.g., TheyDo) and ensure accessibility across the organization
Establish governance, cadences, and standards to keep journey data current, relevant, and impactful
Act as a central connector across Product, Research, Analytics, Design, and CX to align on user needs and priorities
Facilitate workshops, co-creation sessions, and alignment forums to drive shared understanding and decision-making
Enable teams to adopt journey-centric ways of working through coaching, training, and embedded collaboration
Influence stakeholders at all levels by clearly connecting user insights to business outcomes and strategic priorities
Define and track journey-level success metrics, linking user experience improvements to business outcomes (e.g., adoption, conversion, retention)
Establish closed-loop systems to measure the impact of changes and feed learnings back into journey evolution
Continuously refine journeys based on new data, feedback, and changing user needs
Support business case development by quantifying opportunity size, impact, and return on investment
Leverage AI to scale journey mapping, insight synthesis, and opportunity identification
Partner with Product and Data teams to integrate AI-powered insights into journey systems and workflows
Explore emerging approaches such as AI-assisted research, automated synthesis, and real-time feedback integration
Ensure journey management evolves toward a real-time, continuously learning system that supports faster, smarter decisions