26WD94675

Position Overview

We’re hiring a Digital Support Process Designer & Analyst to shape, optimize, and operationalize AI-powered and intelligent automation (IA) workflows across the entire Customer Technical Success (CTS) organization. This role is the operational engine behind our AI/IA transformation. Mapping real support workflows, running experiments, gathering insights from global teams, and making sure our AI-driven solutions land cleanly and deliver measurable value across Digital Support (DS), Technical Support (TS), Global Customer Operations (GCO), Technical Adoption, and adjacent business functions.

This is a design + strategy role with a solution-architect mindset, on the human change management and process side. Someone who can zoom out to understand the entire support ecosystem, identify transformation opportunities, and then get hands-on with process mapping, experimentation frameworks, change management and adoption playbooks. You ensure the solutions built by the AI/IA Solutions Engineer solve the right problems with measurable impact, delight our employees, and are adopted.

Responsibilities

AI/IA Workflow Experience Design:

• Map, analyze, and redesign operational workflows across CTS to identify where AI/IA can reduce friction, accelerate customer impact, or eliminate manual work

• Partner with the AI/IA Solutions Engineer to co-create future-state workflows that blend human expertise with AI assistance, ensuring clarity, consistency, and global scalability

• Develop workflow standards and “AI-enhanced process templates” to drive reusability across teams and product areas to align all of CTS

• Ensure workflows are intuitive, trusted, and elevate employee efficiency and experience

Experimentation Ownership & Operational Validation:

• Be the face of experimentation cycles (hypothesis → test → measure → decide) ensuring experiments are structured, measurable, and aligned to transformation goals

• Define success criteria and evaluation frameworks for each pilot, focusing on adoption, friction reduction, time savings, and employee experience improvements

• Run deep-dive sessions with teams to validate early prototypes, capture corner cases, and guide iteration

• Ensure alignment between operational needs, technical feasibility, organizational readiness, and long-term strategy

• Facilitate recurring working groups, design reviews, and experiment check-ins to keep stakeholders and leadership informed

• Work hand-in-hand with the AI/IA Solutions Engineer to convert operational learnings into technical designs—and vice versa

Change Leadership & Global Enablement:

• Coordinate global change management with managers on new AI-powered workflows, ensuring teams understand the purpose, value, and expected outcomes, especially across multiple geographies

• Produce enablement guides, communication plans, adoption playbooks, and rollout kits that support experimentation → pilot → scale transitions

Measurement, Reporting & Value Communication:

• Track adoption, usage, and impact metrics for all new workflows and experiments

• Build clear, compelling insights for leadership explaining where AI is delivering value and where friction remains

• Support the creation of business cases for additional investment, scaling decisions, and vendor/platform considerations

                                   

Minimum Qualifications

• 5+ years’ experience in customer support operations, service design, digital transformation, or process optimization

• Technical aptitude demonstrating early adoption of new tools and technology

• Experience running structured experiments or pilots (hypothesis → test → measure → iterate)

• Demonstrated expertise with process modeling

• Ability to break down complex processes into clear, sequenced workflows with measurable outcomes

• Proven ability to lead cross-functional initiatives across multiple regions or business units

• Strong analytical skills with ability to synthesize user feedback, adoption metrics, and friction points into actionable insights

• Experience implementing change management practices at scale (Gaining awareness to drive desire, enablement, rollout planning, adoption measurement)

• Ability to translate technical operational needs into business requirements that guide engineering or vendor development

• Comfort working in ambiguous, fast-moving environments where processes and technologies evolve rapidly

#LI - DNI

About Autodesk

Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

We take great pride in our culture here at Autodesk – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.

When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!

Benefits

From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/

Salary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $81,000 and $145,200. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

Sales Careers

Working in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. Learn more here: https://www.autodesk.com/careers/sales

Equal Employment Opportunity

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

Diversity & Belonging

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