Manager- Experience Design

You will be responsible for leading the design and delivery of customer experience solutions for clients, utilizing a combination of design thinking, user research, digital strategy, and stakeholder management. Your role will involve translating customer insights into actionable journeys, service blueprints, and experience frameworks to drive measurable business outcomes. Your key responsibilities will include creating customer journey maps, personas, empathy maps, and service blueprints, aligning CX initiatives with clients" brand and digital transformation goals, and conducting user research and workshops to identify pain points and opportunities. You will also be driving design thinking workshops, collaborating with cross-functional teams, and presenting insights and recommendations to senior client stakeholders. To excel in this role, you should have 9-10 years of experience in Customer Experience, Service Design, or UX Strategy, with expertise in customer journey mapping, service blueprinting, and design thinking methodologies. Hands-on experience with CX tools such as Miro, Figma, Adobe XD, Qualtrics, and Medallia is essential, along with a solid understanding of digital channels, CRM, and omni-channel experiences. Strong communication, storytelling, and stakeholder management skills are crucial, as well as the ability to balance creativity with business impact. If you have graduated from IIT, NID, or NIFT, it will be considered a plus point. As a Manager of Experience Design, you will be leading a small team of CX designers and researchers, providing mentorship, ensuring quality assurance, and delivering high-quality CX solutions for all consulting engagements.,