Executive Manager - CX Design

Summary about this job

Detail information about job Executive Manager - CX Design. Terms and conditions vacancy

We are looking for a Service Design Specialist to lead the CX Design as part of the Customer Experience & Insights function, driving a major transformational change program across an organization focused on Customer Experience. 

You will be the accountable owner of the CX Design Program, reporting directly to the General Manager Insights & Design. Viewed as a senior influencer across the business, with executive level reporting and deliverables and would be considered 2IC within the Customer Experience Design team.

Being a leader in customer experience and customer-centered design, you will be representing the customer in forums and programmes across the organization. This will require strong people leadership and stakeholder management experience, enabling you to influence and implement CX Design solutions across the business with a goal to create a world-class design function, with 4 direct reports, including one senior manager and three managers.

Requirements:

• Significant practical experience in educating, communicating and facilitating people on Customer Experience or Design Thinking methodologies.
• Experience leading CX, insights or research projects end to end and applying COV/customer insights to business environments
• Strong experience in understanding of key design methodologies and tools
• Expertise in leading the creation of key CX artifacts including User journey maps, Empathy maps, Bodystorming outputs, Service blueprints and CX scenario maps
• Understanding of project management & product development practices
• Expertise in leading evidence-based customer research techniques, analyzing multiple complex data sets/sources and uncovering fact-based insights.
• Experience in leading/influencing complex CX measurement/metric programs ( including numeric and text-based customer feedback)

If you enjoy a transformational challenge, are resilient and ambiguous to change and can demonstrate the relevant Service Design experience above then please contact Catherine Webster for more information at [email protected]