Sr. Journey Manager - Post-Purchase & Service

Sr.

Journey Manager - Post-Purchase & Service

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...