About this role

Design end-to-end client journeys and service delivery models
Translate client insights into actionable experience improvements, service standards, and prioritized initiatives
Partner with Client Service, Digital, Operations, LoBs, and Insights teams
Define and document standards of care, experience principles, and playbooks
Facilitate workshops and design sessions to co-create solutions with cross-functional stakeholders
Monitor performance of designed experiences using CX metrics and iterate based on results

Bachelor’s degree required; Master’s degree preferred (Business, Marketing, Design, CX, or related field)
Certifications in Human-Centered Design, Service Design, or CX (preferred)
Strong experience in service design, journey mapping, and experience frameworks
Ability to translate insights into practical, scalable solutions
Data-driven mindset with ability to synthesize qualitative and quantitative inputs
Strong facilitation and stakeholder engagement skills
Excellent communication and storytelling skills for executive audiences
5–8+ years in Customer Experience, Service Design, Product Design, or related field
Proven experience designing and implementing end-to-end experiences or service models

Experience Design Manager – CX

Key skills