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