Manager- CX Design

About the Role:

Manager – CX Design

Key Responsibilities:

1. CX Strategy & Design:

• 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 all CX initiatives are aligned with the client’s brand and digital transformation goals.

1. Research & Insights:

• Conduct and oversee

  user research, customer interviews, surveys, and workshops

  to uncover pain points and opportunities.
• Leverage analytics, VOC (Voice of Customer), and market research to

  prioritize CX initiatives

  .

1. Solutioning & Innovation:

• 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

  .

1. Client & Stakeholder Management:

• 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.

1. Team Leadership & Delivery:

• 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.

Key Skills & Competencies:

• 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

  (e.g., 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.