Manager Customer Experience Design & Strategy

Manager, Customer Experience & Digital Self-Service Strategy

Job Summary

The Manager, Customer Experience & Digital Self-Service Strategy is the hands-on delivery engine behind the enterprise's priority customer journeys. Reporting to the Senior Director, the role owns the full arc of journey work: mapping how customers actually move across IVR, chat, app, web, retail, care and field today; diagnosing where effort, repeat contacts and cost accumulate; redesigning the target journey; and then applying the project management discipline that gets the redesign built, launched and sustained.

It is a translator role at heart — turning customer evidence into a defensible journey redesign, and that redesign into the plans, requirements, dependencies and dates that Product, Technology, Operations and Data teams can execute against. Customer experience and digital outcomes are primary; the same work also drives cost-to-serve reduction and frontline productivity through journey simplification, channel shift, automation enablement and disciplined performance routines.

Accountability

Deliver simplified, high-performing customer journeys and omni-channel experiences by mapping and redesigning assigned priority journeys, then leading the cross-functional workstreams that implement them — improving adoption, resolution and customer experience while reducing cost-to-serve and lifting frontline productivity through digital, automation and AI.

Responsibilities

Journey Mapping, Diagnosis & Redesign

• Develop and maintain customer journey maps and service blueprints, documenting customer interactions, processes, systems, and ownership.
• Analyze journey performance using operational and customer metrics to identify, prioritize, and resolve pain points.
• Lead journey redesign efforts to simplify experiences, reduce handoffs, increase digital adoption, and implement proactive solutions.

Project & Delivery Management

• Manage end-to-end delivery plans, including scope, milestones, dependencies, risks, and go-live readiness.
• Coordinate cross-functional teams and vendors, proactively addressing issues and escalating risks with recommended actions.
• Provide clear executive reporting on progress, decisions, benefits, and delivery performance.

Strategy Execution & Roadmap Management

• Translate CX and digital strategy into prioritized journey, channel, and improvement roadmaps.
• Support business case development, benefit sizing, and investment prioritization for customer experience initiatives.
• Track delivery outcomes and benefit realization to ensure strategic objectives are achieved.

Requirements, Digital & AI Enablement

• Convert journey improvements into business requirements, user stories, and acceptance criteria.
• Support implementation of digital, self-service, automation, and AI-enabled customer solutions.
• Evaluate emerging technologies through pilots, success metrics, and scale-or-stop recommendations.
  

Qualifications

• 5–8 years of experience in customer experience, journey management, service design, digital transformation, operations strategy, or related fields, preferably in telecommunications or other high-volume service industries.
• Proven success leading end-to-end journey redesigns and delivering complex projects/programs in cross-functional, matrixed environments.
• Strong analytical, communication, and stakeholder management skills, with the ability to build business cases, leverage data for decision-making, and influence audiences from working teams to senior executives.

Preferred Qualifications

• Experience with telecommunications customer journeys and implementing digital, self-service, AI, or automation capabilities in customer care environments.
• Knowledge of CRM, order management, OSS/BSS, ticketing systems, network data, and Voice of Customer methodologies.
• Familiarity with project delivery, process improvement, analytics, and journey mapping tools, supported by relevant certifications (e.g., PMP, Lean Six Sigma, CSM, SAFe, Service Design).