Senior Manager - Digital CX & Research

The Senior Manager, Digital CX & Research leads the Customer Experience discipline within the Experience Design function, part of the wider Digital & Customer Engagement team. The role is responsible for understanding, designing, and improving end-to-end customer journeys across digital, physical, and service touchpoints. Working closely with Product, Digital, Operations, Marketing, Customer Service, Data, and other business functions, the role drives customer-centric decision-making through customer research, Voice of Customer programs, journey management, and service design. Core Responsibilities • Define and deliver the CX roadmap, principles, governance, and improvement priorities. • Champion customer-centric thinking and embed CX best practices across the organization. • Lead and develop the CX and Service Design team, ensuring appropriate capability, capacity, and performance. • Lead the design, management, and optimization of customer journeys across digital, physical, and service channels. • Identify pain points, root causes, and opportunities for improvement, translating them into actionable plans. • Oversee service design activities, including journey mapping, service blueprints, and future-state experiences. • Drive and monitor CX improvement initiatives to ensure measurable business and customer outcomes. • Lead customer research and Voice of Customer programs by leveraging feedback, complaints, research, and behavioral insights. • Translate customer insights into clear recommendations that inform business, product, and operational decisions. • Partner with Product, UX Design, Digital, Operations, Marketing, Customer Service, Data, and Research teams to improve customer experiences. • Facilitate workshops, journey reviews, and stakeholder alignment activities. • Track CX KPIs, monitor improvement outcomes, and communicate performance and recommendations to senior stakeholders. 8+ years of experience in Customer Experience, Service Design, Customer Research, Journey Management, or related disciplines, including 3+ years in a leadership role. Strong understanding of CX measurement, Voice of Customer, customer research, and experience governance. Experience working within complex digital, service, or transformation environments. Experience managing external agencies, consultancies, and delivery partners. Strong written and verbal communication skills.