Manager Customer Experience Design & Strategy

About the role

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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• Build and maintain journey dashboards, scorecards, and performance reporting.
• Lead governance forums, performance reviews, and continuous improvement routines across stakeholders.
• Partner with Voice of Customer and Insights teams to identify root causes, prioritize actions, and sustain improvements.

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