Senior Manager - Digital CX & Research

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. 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 Show more Show less

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

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