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 MapsService Blueprints (frontstage and backstage)Ecosystem MapsStakeholder MapsOpportunity AssessmentsFuture-State Service ConceptsExperience & Service DesignOwn 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 MapsService Blueprints (frontstage and backstage)Ecosystem MapsStakeholder MapsOpportunity AssessmentsFuture-State Service ConceptsOperational Service DesignTranslate experience concepts into operationally viable service models.
Define:Frontstage and backstage processesRoles and responsibilitiesService interactionsHandoffs and escalation pathsSupporting systems and technology requirementsIdentify operational gaps, pain points, risks, and dependencies.
Partner with Operations teams to validate feasibility and operational readiness.
Digital Experience & Product DefinitionWork 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 storiesExperience requirementsFunctional conceptsMVP definitionsPilot recommendationsEnsure digital solutions align with intended guest and operational outcomes.
Service Standards & GovernanceSupport 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 & Change ReadinessTranslate service design outputs into actionable requirements for Operations, Digital, Technology, and Training teams, ensuring experiences can be pilot delivery, implementation planning, and operational readiness activities.
Work with business stakeholders to ensure new experiences are adopted effectively and sustainably.
Executive Communication & StorytellingDevelop executive-level materials including:Experience narrativesJourney visualisationsService blueprintsOptions papersDecision packsPresent complex experience concepts in a manner that is:Visually clearOutcome-focusedActionable for senior stakeholdersClearly articulate the \"why\", \"what\", and \"so what\" of experience DeliverablesCustomer Journey MapsService BlueprintsExperience Requirements DocumentsOperating ModelsService Standards and Design PlaybooksProcess and Interaction ModelsOpportunity AssessmentsPilot Concepts and Business CasesExecutive Storytelling DecksDesign Assurance ReviewsFuture-State Experience ConceptsHighly Desirable Skills (Strong Advantage)Service & Experience DesignExperience designing journeys that span physical, digital, and assisted service channels.
Strong experience in:Service DesignCustomer Experience (CX)Design ThinkingHuman-Centred Design