Customer Experience Design Manager

Job Summary

Leading a team in a full-time remote capacity, the Customer Experience Design Manager will manage the CX Design practice, focusing on creating cohesive customer journeys across multiple channels and driving high-impact transformation programs.

Key responsibilities

• Design end-to-end support journeys across channels to facilitate quick customer resolutions
• Oversee AI support systems ensuring effective escalation and human handoffs
• Lead delivery of CX transformation initiatives, including platform migrations and AI deployments

Required qualifications

• Proven experience in designing complex, cross-channel customer journeys and service blueprints
• Background in leading AI-enabled support or customer-service technology initiatives
• Strong facilitation and stakeholder management skills with a history of cross-functional program leadership
• Experience managing or coaching teams in a hands-on capacity
• Familiarity with service design or product operations in a fast-paced, collaborative environment