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Experience Design Manager / Senior Manager

Job Description

We are looking for a visionary, committed and innovative individual, ready to lead and take on the advocate role to drive customer-centric design thinking, approaches and inculcate this culture across the organization. He/she must be passionate about creating a positive customer experience and is a strong believer that positive customer experience is critical to a business’s success. Responsibilities:

  • Drive transversal and key value driving customer experience initiatives across the organization.
  • Develop journey-based thinking and journey development framework.
  • Influence and collaborate with cross discipline teams across divisions to create end-to-end customer journey designs, incorporating design thinking, customer experience and service design, operating model and commercial analysis.
  • Monitor, review and refine these journeys to derive value.
  • Use industry knowledge, data analytics and customer drivers to research and develop key points of view and make recommendations of how to develop customer propositions.
  • Analyze and evaluate customer impacting initiatives and strategies against customer and business needs.
  • Work with business units to deliver outstanding and innovative services to customers.
  • Synthesize and effectively communicate research findings.
  • Facilitate co-creation of design solutions with key stakeholders from different business units.
  • Influence stakeholders in the company throughout the project cycle.
  • Advocate user-centered design process and value of design thinking.
  • Guide teams to deliver results in line with business objectives.

Required skills

  • Relevant work experience and a strong portfolio around customer experience transformation, service design and data-driven customer experience for customer facing products and services.
  • Experience in the service industry is desirable.
  • Inspiring leadership, influencing and change management skills.
  • Hands-on and delivery focused.
  • Highly driven and self-starter.
  • Strong strategic thinking, creative thinking, problem solving and design thinking skills.
  • Expert in user-centered design tools, methods and techniques.
  • Proven track record of capabilities in design solutions and successful executions.
  • Strong verbal and written communications.
  • Strong project management skills.
  • Excellent interpersonal and analytical skills.
  • Empathy, curiosity and the drive to learn more.
  • Able to multitask and perform well under pressure.