Sr. Journey Manager Post-Purchase & Service

Job Description

Youre not the person who will settle for just any role. Neither are we. Because were out to create Better Care for a Better World and that takes a certain kind of person and teams who care about making a difference. Here youll bring your professional expertise talent and drive to building and managing our portfolio of iconic ground-breaking this role youll help us deliver better care for billions of people around the world. It starts with YOU.

The Kimberly-Clark Professional (KCP) CX & Marketing organization aims to be an innovative customer-first thought leader and invaluable business partner to all industry end users and distributors by providing insights-driven solutions that meet unique needs. The team strives to exceed Channel and End User expectations with unparalleled thought leadership and innovative category technology resulting in relevant solution bundles that maximize KCPs competitive advantage share leadership volume growth and best-in-class partner status. Their Purpose is to unlock quantifiable growth through brand leadership for long-term market dominance. The Vision is to be a united team focused on customer needs innovative marketing and data-driven execution. They prioritize transparency a customer-centric approach data-driven decisions and empathetic collaboration. Upholding values of integrity curiosity tenacity agility and inclusivity the team is committed to continuous improvement and adapting to changes while celebrating diversity as a strength.

The Senior Journey Manager owns and optimizes specific customer journeystranslating aspirational experience strategies into actionable execution that delivers measurable business results. This role is accountable for the full lifecycle of assigned journeys from design through delivery and continuous improvement. Journey Managers lead cross-functional execution monitor performance and drive enhancements that improve customer satisfaction and business KPIs. This role is deeply embedded in the operational execution of journey transformationensuring that strategy becomes reality through disciplined delivery governance and optimization.

In this role you will:

Journey Ownership & Execution

• Own the full lifecycle of assigned customer journeysfrom aspirational design to execution and continuous improvement.

• Define target-state experiences using customer insights business goals and operational realities.

• Lead cross-functional teams to execute journey improvements across people process data and technology.

• Monitor journey KPI performance and customer feedback and drive iterative enhancements to improve CES CSAT and business KPIs.

• Lead iterative improvements to enhance experience quality efficiency and outcomes.

• Apply agile and lean principles to test learn and scale journey enhancements.

• Serve as the operational lead for journey transformation initiatives.

• Ensure cross-functional teams are aligned and accountable for delivering journey improvements.

• Translate strategic intent into executable plans with clear milestones and metrics.

Service Design & Operational Enablement

• Apply service blueprinting and process design to reimagine critical customer experiences.

• Translate journey improvements into operational requirements including SOPs system enhancements and resource planning.

• Partner with product IT and business teams to influence roadmaps and ensure delivery of journey-enabling capabilities.

Journey Mapping & Insight Integration

• Develop and maintain journey maps that reflect customer organizational and data perspectives.

• Collaborate with VoC research and analytics teams to ensure insights fuel journey design and prioritization.

• Establish and govern journey mapping standards templates and playbooks for consistent application.

Journey Orchestration & Personalization

• Collaborate with marketing sales and digital teams to ensure journeys are orchestrated across channels and tailored to customer segments or personas.

• Leverage journey orchestration tools to deliver dynamic personalized experiences.

• Integrate customer segmentation and channel stratification strategies into journey design to ensure differentiated experiences by tier or value.

Governance & Change Management

• Establish governance mechanisms to ensure journey consistency across functions and digital platforms.

• Maintain documentation and standards for journey ownership updates and performance reviews.

• Partner with enablement and training teams to ensure internal teams are equipped to deliver the designed experience.

• Lead change management efforts to embed new journey practices into day-to-day operations.

Technology & Data Integration

• Collaborate with data and technology teams to ensure journey data is captured accessible and actionable.

• Influence platform roadmaps (e.g. CRM service digital) to support journey execution and measurement.

Business Case Development & Leadership Communication

• Build compelling business cases for journey transformation including cost-benefit analysis resource needs and timelines.

• Communicate recommendations to senior leadership and secure alignment and investment.

• Support governance of CX initiatives ensuring accountability and progress against journey goals.

About Us

Huggies. Kleenex. Cottonelle. Scott. Kotex. Poise. Depend. Kimberly-Clark Professional. You already know our legendary brandsand so does the rest of the fact millions of people use Kimberly-Clark products every day. We know these amazing Kimberly-Clark products wouldnt exist without talented professionals like you.

At Kimberly-Clark youll be part of the best team committed to driving innovation growth and impact. Were founded on more than 150 years of market leadership and were always looking for new and better ways to perform so theres your open door of opportunity. Its all here for you at Kimberly-Clark.

Led by Purpose. Driven by You.

About You

You perform at the highest level possible and you appreciate a performance culture fueled by authentic caring. You want to be part of a company actively dedicated to sustainability inclusion wellbeing and career development.

You love what you do especially when the work you do makes a difference. At Kimberly-Clark were constantly exploring new ideas on how when and where we can best achieve results. When you join our team youll experience Flex That Works: flexible (hybrid) work arrangements that empower you to have purposeful time in the office and partner with your leader to make flexibility work for both you and the business.

In one of our professional roles youll focus on winning with consumers and the market while putting safety mutual respect and human dignity at the center.

Required:

• Bachelors degree (discipline open); MBA preferred

• 10 years in program management consulting or operational improvement

• Strong background in customer experience; CX certification preferred

• Proven experience in service blueprinting and process mapping

• Strong track record of successful cross-functional project execution

• Ability to manage stakeholders across functions and geographies

• Experience leading diverse teams and navigating complex organizational environments

Preferred:

• Experience with journey orchestration and management platforms (e.g. TheyDo Salesforce)

• Familiarity with customer segmentation models and how they influence journey design

• Experience working with data teams to define journey-level dashboards and KPIs

• Strong understanding of change management principles (e.g. Prosci Kotter)

• Experience in B2B2B environments or complex channel ecosystems

Total Benefits

Here are just a few of the benefits youd enjoy working in this role for Kimberly-Clark. For a complete overview see .

Great support for good health with medical dental and vision coverage options with no waiting periods or pre-existing condition restrictions. Access to an on-site fitness center occupational health nurse and allowances for high-quality safety equipment.

Flexible Savings and spending accounts to maximize health care options and stretch dollars when caring for yourself or dependents.

Diverse income protection insurance options to protect yourself and your family in case of illness injury or other unexpected events.

Additional programs and support to continue your education adopt a child relocate or even find temporary childcare.

To Be Considered

Click the Apply button and complete the online application process. A member of our recruiting team will review your application and follow up if you seem like a great fit for this role.

In the meantime please check out the careers website.

And finally the fine print.

For Kimberly-Clark to grow and prosper we must be an inclusive organization that applies the diverse experiences and passions of its team members to brands that make life better for people all around the world which is why we seek to build a workforce that encompassesthe experiences of our you bring your original thinking to Kimberly-Clark you fuel the continued success of our enterprise. We are a committed equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability status protected veteran status sexual orientation gender identity age pregnancy genetic information citizenship status or any other characteristic protected by law.

The statements above are intended to describe the general nature and level of work performed by employees assigned to this classification. Statements are not intended to be construed as an exhaustive list of all duties responsibilities and skills required for this position.

Employment is subject to verification of pre-screening tests which may include drug screening background check and DMV check.

Veterans and members of the Reserve and Guard are highly encouraged to apply.

Kimberly-Clark will support in-country relocation for the chosen candidate for the role. The benefits provided will be per the terms of Kimberly-Clarks applicable mobility benefits/policy provided will be decided at Kimberly-Clarks sole discretion.

#LI-Hybrid

Grade 8: grade level and/or compensation may vary based on location

Primary Location

Additional Locations

Worker Type

Worker Sub-Type

Time Type