Senior Journey Manager

Job Description

You’re not the person who will settle for just any role. Neither are we. Because we’re 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, you’ll bring your professional expertise, talent, and drive to building and managing our portfolio of iconic, ground-breaking brands. In this role, you’ll 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 KCP’s 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 journeys—translating 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 transformation—ensuring 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 journeys—from 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.