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 defined initiatives, business cases, requirements, pilots, proof-of-concepts, or action plans.
• Contribute to Journey Management practice development by applying standards, experience principles, and governance practices, improving tools, sharing learnings, and identifying opportunities to simplify processes, reduce friction, and sustain improvements across journeys.
• Perform other duties and responsibilities as assigned.

The TOOLS you’ll bring with you:

• Bachelor’s degree or equivalent experience in Business, Marketing, Customer Experience, Human-Centered Design, UX, Product Management, Digital Product Management, Service Design, Project Management or a related field.
• Five or more years of experience in journey management or an adjacent discipline (customer experience, product management, service design, UX, operations) managing people, processes, projects, cross-functional initiatives, or assigned journeys with accountability for delivery within a team or discipline. Adjacent-discipline experience counts fully.
• Experience developing and using customer journey maps, service blueprints, experience strategies, opportunity areas, measurement frameworks, or related customer-focused artifacts.
• Strong analytical skills with the ability to synthesize qualitative and quantitative insights, customer feedback, business data, and operational context into clear recommendations.
• Experience defining, managing, or reporting on key performance indicators, success measures, dashboards, or performance measurement frameworks.
• Strong facilitation skills with the ability to lead cross-functional groups through discovery, alignment, prioritization, governance, and decision-making.
• Strong project, program, or initiative management skills with the ability to manage multiple priorities, dependencies, risks, and competing demands.
• Demonstrated ability to build effective working relationships, influence without direct authority, and drive progress across business, product, digital, design, analytics, operations, and technology teams.
• Excellent written, verbal, presentation, facilitation, storytelling, and executive communication skills.
• Ability to operate with autonomy in ambiguous environments, manage cross-team execution tradeoffs, influence team priorities, and drive clarity across teams.
• Ability to travel as needed for research, field visits, customer or distributor observation, and team collaboration.

Other TOOLS we prefer you to have:

• Experience working in a large, complex, matrixed organization and driving outcomes through influence rather than formal authority.
• Experience connecting customer experience opportunities to business outcomes, OKRs, commercial priorities, operational performance, or measurable indicators.
• Familiarity with journey management platforms, journey mapping tools, research repositories, analytics dashboards, CRM, Voice of Customer platforms, digital experience tools, or product and portfolio management tools.
• Experience with human-centered design, service design, design thinking, Jobs To Be Done, customer experience measurement, continuous improvement, experimentation, or test-and-learn methodologies.
• Experience facilitating workshops, synthesizing research, identifying opportunity areas, and translating insights into roadmaps, initiatives, or execution plans.
• Ability to translate complex customer, operational, and analytical information into clear narratives, decisions, and action.

Success in this role will be demonstrated through:

• Improved customer or distributor outcomes, including satisfaction, effort, engagement, conversion, retention, or other journey-specific measures.
• Reduced friction, pain points, repeat contacts, process failures, or experience gaps across assigned journeys.
• Increased consistency and effectiveness across journey touchpoints, channels, teams, and operational areas.
• Delivery and measurable impact of prioritized journey improvements, pilots, or initiatives.
• Cross-functional alignment, adoption of journey priorities, and visibility into journey performance and opportunities.
• Sustained improvements to customer experience and business performance.

We provide these great perks and benefits:

• Robust health, dental, and vision insurance plans.
• Generous 401(k) savings plan.
• Education assistance.
• On-site wellness, fitness center, food, and coffee service where available.
• Additional benefits available through Milwaukee Tool’s benefits resources.

Milwaukee Tool is an equal opportunity employer.