Customer Experience Manager

Role Overview

The Customer Experience Manager-Enablement owns the building of Customer Experience (CX) culture and capability across the organization, ensuring that CX values, service standards, and customer-centric practices are understood, adopted, and reflected in how people at every level think, decide, and behave.

What You Will Do

Responsibilities include championing customer understanding, leading journey design and process transformation, cross-functional collaboration, and strategy and performance.

Why It Might Be a Fit

The ideal candidate will have 3 to 5 years of experience in related fields, solid grounding in design thinking, customer insights, and innovation, and strong analytical thinking.

Requirements

• 3 to 5 years of experience in related fields: customer experience design, CX strategy, service design, product design design research, consulting, transformation, or innovation
• Solid grounding in design thinking, customer insights, and innovation as core practice, not just methodology awareness
• Strong command of journey mapping and service blueprinting not just as tools, but as instruments for driving change
• Demonstrated ability to conduct or commission discovery activities and translate findings into actionable design decisions
• Strong analytical thinking able to evaluate options against customer value and business impact
• Working knowledge of agile ways of working and how to apply them in cross-functional CX initiatives
• Experience in Retail, FMCG, or consumer services is an advantage