Hybrid Senior Journey Manager – Pre-Purchase & Purchase

at Kimberly-Clark

• Job title: Senior Journey Manager – Pre-Purchase & Purchase
• Job type: Full Time
• Experience level: Senior
• Salary: $127,600 - $157,600 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Atlanta, United States

About the role

• Senior Journey Manager responsible for optimizing customer journeys at Kimberly-Clark. Leading cross-functional initiatives to translate strategic vision into operational execution.

Responsibilities

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

Requirements

• Bachelor’s 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.

Benefits

• 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.