Customer Journey Manager

Job Description:

INNOVATE without boundaries! At Milwaukee Tool, our people and culture are foundational to our success. We provide team members with the tools, resources, and support needed to make an impact, advance business priorities, and contribute to meaningful outcomes across the organization.

Your Role on Our Team As a Journey Manager at Milwaukee Tool, you will own delivery within a team or discipline for one or more assigned end user and/or distributor journeys. This role connects user needs, business objectives, operational considerations, technology capabilities, and organizational priorities to develop actionable journey strategies, measurable outcomes, and aligned execution plans.

A Journey Manager influences team priorities, manages delivery tradeoffs, and develops people, processes, or projects to improve assigned journey outcomes. This role operates with autonomy to manage cross-team execution tradeoffs, align stakeholders around priorities, and contribute to Journey Management standards, tools, and practices as part of the broader Journey Management function across Milwaukee Tool. This role has potential to have direct reports;

people development happens through coaching, partnership, and influence regardless of reporting structure. Decision rights: the Journey Manager decides prioritization within assigned journeys, recommends investment and roadmap decisions to partner teams, and escalates cross-journey tradeoffs.

You’ll be DISRUPTIVE through these duties and responsibilities:

Own and manage assigned end user or distributor journeys including digital and non-digital aspects, ensuring journey strategies, artifacts, priorities, and improvement plans remain current, actionable, and aligned to business objectives.

Translate customer feedback, Voice of Customer, research, behavioral data, operational data, analytics, and market insights into prioritized recommendations with clear user value and business value, identifying customer needs, pain points, moments that matter, friction points, gaps, and handoff breakdowns across digital, physical, service, and operational touchpoints.

Develop and maintain the core journey artifacts: current-state and future-state journey maps, service blueprints, personas, opportunity and solution inventories, measurement frameworks, roadmaps, and supporting documentation.

Facilitate the journey operating rhythm with cross-functional partners and stakeholders: defining current state, research report outs, opportunity frame up and prioritization, solution prioritization, and performance reviews.

Lead alignment across teams responsible for different portions of the journey, clarifying roles, responsibilities, dependencies, decision points, and risks, and influence product, project, roadmap, and solution teams to incorporate journey priorities into delivery plans, backlogs, and execution work.

Represent customer and distributor needs in business planning, product development, process design, service design, and decision-making, partnering with UX, Research, Analytics, Product, Digital Product, Brand, Channel, Service, Sales, Operations, Technology, and other teams.

Define journey-level objectives, key performance indicators, success measures, and measurement frameworks; monitor journey performance and root causes of friction; and track and communicate the impact of journey improvements, connecting OKRs, metrics, insights, opportunities, initiatives, and outcomes into a clear journey narrative for stakeholders and senior leaders.

Develop and maintain a prioritized roadmap of journey opportunities and solutions based on customer impact, business value, feasibility, effort, risk, strategic alignment, desirability, and viability, and translate them into…