About the Role / About the Job
The Senior Manager, Digital CX & Research leads the Customer Experience discipline within the Experience Design function, part of the wider Digital & Customer Engagement team. The role is responsible for understanding, designing, and improving end-to-end customer journeys across digital, physical, and service touchpoints. Working closely with Product, Digital, Operations, Marketing, Customer Service, Data, and other business functions, the role drives customer-centric decision-making through customer research, Voice of Customer programs, journey management, and service design.
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Core Responsibilities
- Define and deliver the CX roadmap, principles, governance, and improvement priorities.
- Champion customer-centric thinking and embed CX best practices across the organization.
- Lead and develop the CX and Service Design team, ensuring appropriate capability, capacity, and performance.
- Lead the design, management, and optimization of customer journeys across digital, physical, and service channels.
- Identify pain points, root causes, and opportunities for improvement, translating them into actionable plans.
- Oversee service design activities, including journey mapping, service blueprints, and future-state experiences.
- Drive and monitor CX improvement initiatives to ensure measurable business and customer outcomes.
- Lead customer research and Voice of Customer programs by leveraging feedback, complaints, research, and behavioral insights.
- Translate customer insights into clear recommendations that inform business, product, and operational decisions.
- Partner with Product, UX Design, Digital, Operations, Marketing, Customer Service, Data, and Research teams to improve customer experiences.
- Facilitate workshops, journey reviews, and stakeholder alignment activities.
- Track CX KPIs, monitor improvement outcomes, and communicate performance and recommendations to senior stakeholders.
Requirements
- 8+ years of experience in Customer Experience, Service Design, Customer Research, Journey Management, or related disciplines, including 3+ years in a leadership role.
- Strong understanding of CX measurement, Voice of Customer, customer research, and experience governance.
- Experience working within complex digital, service, or transformation environments.
- Experience managing external agencies, consultancies, and delivery partners.
- Strong written and verbal communication skills.
