Sr. Journey Manager - Pre-Purchase & Purchase

* 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.* 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.* 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* 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 ecosystemsFueled by ingenuity, creativity, and an understanding of people's most essential needs, we're working to find new ways to make a positive impact on the world we share. Kimberly-Clark and its trusted brands, including Huggies, Kleenex, Scott, Kotex, Cottonelle, Poise, Depend, Andrex, Pull-Ups, GoodNites, Intimus, Neve, Plenitud, Sweety, Softex, Viva and WypAll, are an indispensable part of life for people in more than 175 countries by helping individuals experience more of what's important to them. We use sustainable practices that support a healthy planet, build stronger communities, and ensure our business thrives for decades to come. To learn more about the company's 150-year history of innovation, visit kimberly-clark.com. #J-18808-Ljbffr