CX Manager

- Own and deliver end-to-end guest journeys across digital, physical, and assisted service touchpoints.
- Lead current-state and future-state experience design activities.
- Facilitate discovery workshops with business stakeholders, operations teams, and technology partners.
- Define experience intent, moments that matter, and guest outcomes.
- Produce:
- Customer Journey Maps
- Service Blueprints (frontstage and backstage)
- Ecosystem Maps
- Stakeholder Maps
- Opportunity Assessments
- Future-State Service Concepts Experience & Service Design
- Own and deliver end-to-end guest journeys across digital, physical, and assisted service touchpoints.
- Lead current-state and future-state experience design activities.
- Facilitate discovery workshops with business stakeholders, operations teams, and technology partners.
- Define experience intent, moments that matter, and guest outcomes.
- Produce:
- Customer Journey Maps
- Service Blueprints (frontstage and backstage)
- Ecosystem Maps
- Stakeholder Maps
- Opportunity Assessments
- Future-State Service Concepts Operational Service Design
- Translate experience concepts into operationally viable service models.
- Define:
- Frontstage and backstage processes
- Roles and responsibilities
- Service interactions
- Handoffs and escalation paths
- Supporting systems and technology requirements
- Identify operational gaps, pain points, risks, and dependencies.
- Partner with Operations teams to validate feasibility and operational readiness. Digital Experience & Product Definition
- Work closely with Product Managers, Business Analysts, UX/UI Designers, and Digital/Technology teams.
- Document high-level business, guest experience, and service requirements.
- Translate journey and service design outputs into:
- User stories
- Experience requirements
- Functional concepts
- MVP definitions
- Pilot recommendations
- Ensure digital solutions align with intended guest and operational outcomes. Service Standards & Governance
- Support the development and maintenance of experience standards, design principles, and service frameworks.
- Define /"what good looks like/" across priority guest journeys.
- Create service design playbooks, templates, and operating guidelines.
- Support design assurance and governance reviews for major journey initiatives. Operationalisation & Change Readiness
- Translate service design outputs into actionable requirements for Operations, Digital, Technology, and Training teams, ensuring experiences can be operationalised at scale.
- Support pilot delivery, implementation planning, and operational readiness activities.
- Work with business stakeholders to ensure new experiences are adopted effectively and sustainably. Executive Communication & Storytelling
- Develop executive-level materials including:
- Experience narratives
- Journey visualisations
- Service blueprints
- Options papers
- Decision packs
- Present complex experience concepts in a manner that is:
- Visually clear
- Outcome-focused
- Actionable for senior stakeholders
- Clearly articulate the /"why/", /"what/", and /"so what/" of experience initiatives. Key Deliverables
- Customer Journey Maps
- Service Blueprints
- Experience Requirements Documents
- Operating Models
- Service Standards and Design Playbooks
- Process and Interaction Models
- Opportunity Assessments
- Pilot Concepts and Business Cases
- Executive Storytelling Decks
- Design Assurance Reviews
- Future-State Experience Concepts Highly Desirable Skills (Strong Advantage) Service & Experience Design
- Experience designing journeys that span physical, digital, and assisted service channels.
- Strong experience in:
- Service Design
- Customer Experience (CX)
- Design Thinking
- Human-Centred Design