Senior Manager - Digital Customer Experience & Research

About the Role

The Senior Manager of Digital Customer Experience (CX) & Research spearheads the CX discipline within the Experience Design team, under the broader Digital & Customer Engagement division. This position focuses on comprehensively understanding, designing, and refining customer journeys spanning digital platforms, physical environments, and service interactions.

Collaborating closely with diverse departments such as Product, Digital, Operations, Marketing, Customer Service, Data, and other business units, the role champions customer-centric decision-making through initiatives like customer research, Voice of Customer programs, journey oversight, and service design.

Key Responsibilities

• Establish, implement, and oversee the CX roadmap, guiding principles, governance frameworks, and prioritization of improvement projects.
• Advocate for a customer-first culture and integrate CX best practices throughout the organization.
• Lead and cultivate the CX and Service Design team, making sure the team has the required skills, headcount, and performance standards.
• Design, manage, and enhance customer journeys across various touchpoints including digital, physical, and service channels.
• Detect pain points, investigate root causes, and identify opportunities for enhancement, translating findings into actionable strategies.
• Supervise service design efforts such as journey mapping, creating service blueprints, and envisioning future customer experiences.
• Drive CX improvement initiatives and monitor their impact on business and customer metrics.
• Conduct and lead customer research and Voice of Customer programs utilizing feedback, complaints, behavioral data, and research insights.
• Convert customer insights into strategic recommendations affecting business operations, product development, and services.
• Partner with cross-functional teams including Product, UX Design, Digital, Operations, Marketing, Customer Service, Data, and Research to enhance the customer experience.
• Organize and lead workshops, journey review sessions, and ensure alignment across stakeholders.
• Track key CX performance indicators, evaluate improvements, and report outcomes and suggestions to senior leadership.

Qualifications and Experience

• At least 8 years of relevant experience in Customer Experience, Service Design, Customer Research, Journey Management, or similar fields.
• A minimum of 3 years occupying leadership roles within CX or related areas.
• In-depth knowledge of CX measurement techniques, Voice of Customer programs, customer research methodologies, and experience governance frameworks.
• Proven track record of working in intricate digital, service, or organizational transformation settings.
• Experience managing relationships with external agencies, consultancies, and delivery partners.
• Exceptional written and verbal communication abilities.