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 ensuring 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.
Job Requisition Requisition ID: 26WD94675
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
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 guides the way we work, how we connect with customers and partners, and 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.
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 benefits.autodesk.com.
Salary Transparency 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 experience and location, and may exceed this range. The package may include annual bonuses, stock grants, and a comprehensive benefits package.
Equal Employment Opportunity & Diversity Autodesk is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider all qualified applicants regardless of criminal histories, consistent with applicable law. We value diversity and belonging and invite you to learn more at https://www.autodesk.com/company/diversity-and-belonging.
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Job Requisition Requisition ID: 26WD94675
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
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 guides the way we work, how we connect with customers and partners, and 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.
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 benefits.autodesk.com.
Salary Transparency 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 experience and location, and may exceed this range. The package may include annual bonuses, stock grants, and a comprehensive benefits package.
Equal Employment Opportunity & Diversity Autodesk is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider all qualified applicants regardless of criminal histories, consistent with applicable law. We value diversity and belonging and invite you to learn more at https://www.autodesk.com/company/diversity-and-belonging.
#J-18808-Ljbffr