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 leveragin