Senior Manager - Digital CX

The Senior Manager, Digital CX leads the Customer Experience discipline within the Experience Design function, part of the wider Digital & Customer Engagement team.

The role is responsible for understanding, designing, and improving end-to-end customer journeys across digital, physical, and service touchpoints. Working closely with Product, Digital, Operations, Marketing, Customer Service, Data, and other business functions, the role drives customer-centric decision-making through customer research, Voice of Customer programs, journey management, and service design.

Core Responsibilities

- Define and deliver the CX roadmap, principles, governance, and improvement priorities. - Champion customer-centric thinking and embed CX best practices across the organization. - Lead and develop the CX and Service Design team, ensuring appropriate capability, capacity, and performance. - Lead the design, management, and optimization of customer journeys across digital, physical, and service channels. - Identify pain points, root causes, and opportunities for improvement, translating them into actionable plans. - Oversee service design activities, including journey mapping, service blueprints, and future-state experiences. - Drive and monitor CX improvement initiatives to ensure measurable business and customer outcomes. - Lead customer research and Voice of Customer programs by leveraging feedback, complaints, research, and behavioral insights. - Translate customer insights into clear recommendations that inform business, product, and operational decisions. - Partner with Product, UX Design, Digital, Operations, Marketing, Customer Service, Data, and Research teams to improve customer experiences. - Facilitate workshops, journey reviews, and stakeholder alignment activities. - Track CX KPIs, monitor improvement outcomes, and communicate performance and recommendations to senior stakeholders.

Requirements

- 8+ years of experience in Customer Experience, Service Design, Customer Research, Journey Management, or related disciplines, including 3+ years in a leadership role. - Strong understanding of CX measurement, Voice of Customer, customer research, and experience governance. - Experience working within complex digital, service, or transformation environments. - Experience managing external agencies, consultancies, and delivery partners. - Strong written and verbal communication skills.