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 & Education
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.
About Us
Huggies®. Kleenex®. Cottonelle®. Scott®. Kotex®. Poise®. Depend®. Kimberly-Clark Professional®. You already know our legendary brands—and so does the rest of the world. In fact, millions of people use Kimberly-Clark products every day. We know these amazing Kimberly-Clark products wouldn’t exist without talented professionals, like you.
At Kimberly-Clark, you’ll be part of the best team committed to driving innovation, growth and impact. We’re founded on more than 150 years of market leadership, and we’re always looking for new and better ways to perform – so there’s your open door of opportunity. It’s all here for you at Kimberly-Clark.
Led by Purpose. Driven by You.
About You
You perform at the highest level possible, and you appreciate a performance culture fueled by authentic caring. You want to be part of a company actively dedicated to sustainability, inclusion, wellbeing, and career development.
You love what you do, especially when the work you do makes a difference. At Kimberly-Clark, we’re constantly exploring new ideas on how, when, and where we can best achieve results. When you join our team, you’ll experience Flex That Works: flexible (hybrid) work arrangements that empower you to have purposeful time in the office and partner with your leader to make flexibility work for both you and the business.
In one of our professional roles, you’ll focus on winning with consumers and the market, while putting safety, mutual respect, and human dignity at the center.
To succeed in this role, you will need the following qualifications:
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
Total Benefits
Here are just a few of the benefits you’d enjoy working in this role for Kimberly-Clark. For a complete overview, see www.mykcbenefits.com.
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.
To Be Considered
Click the Apply button and complete the online application process. A member of our recruiting team will review your application and follow up if you seem like a great fit for this role.
In the meantime, please check out the careers website.
And finally, the fine print….
For Kimberly-Clark to grow and prosper, we must be an inclusive organization that applies the diverse experiences and passions of its team members to brands that make life better for people all around the world, which is why we seek to build a workforce that encompasses the experiences of our consumers. When you bring your original thinking to Kimberly-Clark, you fuel the continued success of our enterprise. We are a committed equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, age, pregnancy, genetic information, citizenship status, or any other characteristic protected by law.
The statements above are intended to describe the general nature and level of work performed by employees assigned to this classification. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.
Employment is subject to verification of pre-screening tests, which may include drug screening, background check, and DMV check.
Veterans and members of the Reserve and Guard are highly encouraged to apply.
Kimberly-Clark will support in-country relocation for the chosen candidate for the role. The benefits provided will be per the terms of Kimberly-Clark’s applicable mobility policies. The benefits/policy provided will be decided at Kimberly-Clark’s sole discretion.
#LI-Hybrid
Grade 8: grade level and/or compensation may vary based on location
Salary Range: 127,600 – 157,600 USD. At Kimberly-Clark, pay is just one aspect of our total rewards package, which also includes a variety of benefits and opportunities to achieve, thrive and grow. Along with base pay, this position offers eligibility for a target bonus and a comprehensive benefits suite, including our 401(k) and Profit Sharing plan. The anticipated base pay range for this role is provided above for a fully qualified hire. Actual pay will depend on several factors, such as location, role, skills, performance, and experience. Please note that the stated pay range applies to US locations only.
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