Senior Manager - Digital CX

Job description

The Senior Manager, Digital CX 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.

Skills