Experience Design Manager- CX

The Experience Design Manager is responsible for designing, operationalizing, and continuously improving differentiated client experiences aligned to enterprise CX strategy. This role translates client insights, behavioral signals, and business priorities into scalable service models, journey designs, and standards of care.

Requirements

• Design end-to-end client journeys and service delivery models aligned to segmentation ensuring clear differentiation in experience and value
• Translate client insights (VoC, operational data, behavioral signals) into actionable experience improvements, service standards, and prioritized initiatives
• Partner with Client Service, Digital, Operations, LoBs, and Insights teams to embed experience design into processes, platforms (e.g., myRSM), and ways of working
• Define and document standards of care, experience principles, and playbooks to enable consistent execution across Lines of Business
• Facilitate workshops and design sessions (e.g., service design sprints) to co-create solutions with cross-functional stakeholders
• Monitor performance of designed experiences using CX metrics (e.g., NPS, CSAT, retention indicators) and iterate based on results

Benefits

• Flexible schedule
• Competitive benefits and compensation package
• Discretionary bonus based on firm and individual performance