Manager - Customer Experience Design

Job Purpose

Customer Experience Design & Innovation

• Lead the creation and maintenance of detailed customer journey maps and service blueprints for key customer segments.
• Apply design thinking methodologies to identify pain points and develop innovative solutions that simplify and enhance customer interactions.
• Collaborate with cross-functional teams (e.g., IT, Marketing, Operations) to implement design solutions that align with digital transformation and business goals.
• Develop prototypes (UI/ UX) screens, test concepts with end-users, and iterate designs based on feedback and data insights.

Customer Insights & Measurement

• Analyse qualitative and quantitative customer feedback to inform design priorities and validate experience improvements.
• Define and track key performance indicators (KPIs) for journey effectiveness, including customer satisfaction (CSAT), Net Promoter Score (NPS), and journey friction points.
• Regularly present insights and design recommendations to senior management.

People Leadership

• Lead and mentor team members to build strong design and customer empathy capabilities.
• Set clear performance objectives, provide regular feedback, and support professional development to maximize team effectiveness.
• Foster a collaborative culture of innovation and continuous improvement.

Governance, Compliance & Reporting

• Ensure compliance with information security and privacy requirements in all design initiatives.
• Adhere to and champion company policies, processes, and standards to maintain consistent and high-quality service delivery.
• Prepare timely and accurate reports on journey performance, project progress, and design impact for leadership review.

Continuous Improvement

• Identify opportunities to enhance departmental tools, methodologies, and best practices in line with global CX design trends.
• Lead or contribute to projects that drive service excellence and operational efficiency.

Other Duties

• Perform other responsibilities related to the role as assigned by the Director — Customer Experience.

Minimum Qualification

• Bachelor’s degree in marketing, Business or relevant field
• MBA is a preference

Minimum Experience And Skills

• At least 5 years of experience in customer experiences related field.
• Multi-disciplinary with excellent understanding of all touchpoints in the customer lifecycle.
• Ability to collaborate with multiple teams (e.g., Marketing, IT, external partners).
• Familiar with designing UI/UX screens on Figma or any other similar tool.
• Familiar with running customer focus groups and designing customer satisfaction surveys.
• Proven ability to apply customer-centric design methods, strong analytical and problem-solving skills.