Manager - CX Strategy & Design

About the Role :

We are seeking an experienced and strategic Manager Experience Design to lead the design and delivery of customer experience solutions for our clients.

This role requires a blend of design thinking, user research, digital strategy, and stakeholder management.

You will be responsible for translating customer insights into actionable journeys, service blueprints, and experience frameworks that drive measurable business outcomes.

Key Responsibilities :

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 clients brand and digital transformation goals.

Research & Insights :

- Leverage analytics, VOC (Voice of Customer), and market research to prioritize CX initiatives.

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.

Client & Stakeholder Management :

- Act as a trusted advisor on CX trends, best practices, and measurable business impact.

Team Leadership & Delivery :

- Ensure timely and high-quality CX deliverables for all consulting engagements.

Key Skills & Competencies :

- 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.