Manager- Customer Experience Design

As an experienced and strategic Manager of Experience Design, your role will involve leading the design and delivery of customer experience solutions for clients. This will require a blend of design thinking, user research, digital strategy, and stakeholder management to translate customer insights into actionable journeys, service blueprints, and experience frameworks that drive measurable business outcomes. Key Responsibilities: - Lead the creation of customer journey maps, personas, empathy maps, and service blueprints. - Translate business objectives into customer-centric strategies and actionable experience roadmaps. - Ensure alignment of all CX initiatives with the client's brand and digital transformation goals. - Conduct and oversee user research, customer interviews, surveys, and workshops to uncover pain points and opportunities. - Utilize analytics, VOC (Voice of Customer), and market research to prioritize CX initiatives. - Drive design thinking workshops with cross-functional teams to ideate, prototype, and validate CX solutions. - Collaborate with product, marketing, and technology teams to ensure seamless omni-channel experiences. - Partner with senior client stakeholders to present insights, journey redesigns, and CX recommendations. - Act as a trusted advisor on CX trends, best practices, and measurable business impact. - Manage a small team of CX designers and researchers, providing mentorship and quality assurance. - Ensure timely and high-quality CX deliverables for all consulting engagements. Qualifications Required: - 9-10 years of strong experience in Customer Experience, Service Design, or UX Strategy. - Expertise in customer journey mapping, service blueprinting, and design thinking methodologies. - Hands-on experience with CX tools such as Miro, Figma, Adobe XD, Qualtrics, Medallia. - Solid understanding of digital channels, CRM, and omni-channel experiences. - Excellent storytelling, communication, and stakeholder management skills. - Ability to balance creativity with business impact. - Graduates from IIT, NID, and NIFT are appreciated.,