Manager- User Experience Design

About the Role :

We are seeking an experienced and strategic Manager – Experience Design to lead the design and delivery of customer experience solutions for our clients. This role requires a blend of design thinking, user research, digital strategy, and stakeholder management . You will be responsible for translating customer insights into actionable journeys, service blueprints, and experience frameworks that drive measurable business outcomes.

Key Responsibilities :

• CX Strategy & Design :
• Lead the creation of customer journey maps, personas, empathy maps, and service blueprints .
• Translate business objectives into customer-centric strategies and actionable experience roadmaps .
• Ensure all CX initiatives are aligned with the client’s brand and digital transformation goals.
• Research & Insights :
• Conduct and oversee user research, customer interviews, surveys, and workshops to uncover pain points and opportunities.
• Leverage analytics, VOC (Voice of Customer), and market research to prioritize CX initiatives .
• Solutioning & Innovation :
• Drive design thinking workshops with cross-functional teams to ideate, prototype, and validate CX solutions.
• Collaborate with product, marketing, and technology teams to ensure seamless omni-channel experiences .
• Client & Stakeholder Management :
• Partner with senior client stakeholders to present insights, journey redesigns, and CX recommendations.
• Act as a trusted advisor on CX trends, best practices, and measurable business impact.
• Team Leadership & Delivery :
• Manage a small team of CX designers and researchers , providing mentorship and quality assurance.
• Ensure timely and high-quality CX deliverables for all consulting engagements.

Key Skills & Competencies :