Manager Customer Experience Design & Strategy

The Manager Customer Experience & Digital Self-Service Strategy is the hands-on delivery engine behind the enterprises priority customer journeys. Reporting to the Senior Director the role owns the full arc of journey work: mapping how customers actually move across IVR chat app web retail care and field today; diagnosing where effort repeat contacts and cost accumulate; redesigning the target journey; and then applying the project management discipline that gets the redesign built launched and sustained.

It is a translator role at heart turning customer evidence into a defensible journey redesign and that redesign into the plans requirements dependencies and dates that Product Technology Operations and Data teams can execute against. Customer experience and digital outcomes are primary; the same work also drives cost-to-serve reduction and frontline productivity through journey simplification channel shift automation enablement and disciplined performance routines.

Accountability

Deliver simplified high-performing customer journeys and omni-channel experiences by mapping and redesigning assigned priority journeys then leading the cross-functional workstreams that implement them improving adoption resolution and customer experience while reducing cost-to-serve and lifting frontline productivity through digital automation and AI.

Journey Mapping Diagnosis & Redesign

• Develop and maintain customer journey maps and service blueprints documenting customer interactions processes systems and ownership.
• Analyze journey performance using operational and customer metrics to identify prioritize and resolve pain points.
• Lead journey redesign efforts to simplify experiences reduce handoffs increase digital adoption and implement proactive solutions.

Project & Delivery Management

• Manage end-to-end delivery plans including scope milestones dependencies risks and go-live readiness.
• Coordinate cross-functional teams and vendors proactively addressing issues and escalating risks with recommended actions.
• Provide clear executive reporting on progress decisions benefits and delivery performance.

Strategy Execution & Roadmap Management

• Translate CX and digital strategy into prioritized journey channel and improvement roadmaps.
• Support business case development benefit sizing and investment prioritization for customer experience initiatives.
• Track delivery outcomes and benefit realization to ensure strategic objectives are achieved.

Requirements Digital & AI Enablement

• Convert journey improvements into business requirements user stories and acceptance criteria.
• Support implementation of digital self-service automation and AI-enabled customer solutions.
• Evaluate emerging technologies through pilots success metrics and scale-or-stop recommendations.

Performance Management & Governance

• Build and maintain journey dashboards scorecards and performance reporting.
• Lead governance forums performance reviews and continuous improvement routines across stakeholders.
• Partner with Voice of Customer and Insights teams to identify root causes prioritize actions and sustain improvements.

• 5-8 years of experience in customer experience journey management service design digital transformation operations strategy or related fields preferably in telecommunications or other high-volume service industries.
• Proven success leading end-to-end journey redesigns and delivering complex projects/programs in cross-functional matrixed environments.
• Strong analytical communication and stakeholder management skills with the ability to build business cases leverage data for decision-making and influence audiences from working teams to senior executives.

Preferred Qualifications

• Experience with telecommunications customer journeys and implementing digital self-service AI or automation capabilities in customer care environments.
• Knowledge of CRM order management OSS/BSS ticketing systems network data and Voice of Customer methodologies.
• Familiarity with project delivery process improvement analytics and journey mapping tools supported by relevant certifications (e.g. PMP Lean Six Sigma CSM SAFe Service Design).