Manager - Customer Experience Design

About This Role

Job Purpose:

To lead the design and continuous improvement of seamless, user-centred customer journeys across all touchpoints and channels. This role ensures that every stage of the customer experience is intuitive, efficient, and aligned with the company’s service standards and strategic goals. By applying design thinking and data driven insights, the Manager — Customer Experience Design drives initiatives that enhance satisfaction, foster loyalty, and strengthen the brand’s reputation for excellence in customer care.

Key Accountabilities:

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.

Qualifications and 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.