Senior Manager - Digital CX & Research

The Senior Manager, Digital CX & Research 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.