Customer Experience Manager- Enablement

The Customer Experience Manager-Enablement owns the building of Customer Experience (CX) culture and capability across the organization, ensuring that CX values, service standards, and customer-centric practices are understood, adopted, and reflected in how people at every level think, decide, and behave. From frontline store staff to head office teams to leadership, this role is responsible for making CX a lived practice across the organization.

The role translates experience standards into differentiated capability programs, manages the change that comes with new ways of working, and builds the internal systems that sustain a customer-first culture over time.

Duties and Responsibilities:

Customer Insights and Research

• Champion customer understanding through primary research (qualitative and quantitative) and existing data sources to surface needs, behaviors, and pain points across banners and touchpoints.

Journey Design and Process Transformation

• Lead the mapping of customer journeys across touchpoints and banners to diagnose friction points, unmet needs, and experience gaps. Develop service blueprints that connect those findings to the internal processes, systems, and people that deliver the experience

Cross-Functional Collaboration

• Champion the customer in cross-functional discussions, grounding decisions in evidence not assumption. Communicate findings, journey designs, and recommendations in ways that create clarity and momentum with stakeholders at all levels including senior leadership

Strategy and Performance

·       Identify and lead CX strategic initiatives that improve the customer experience across journeys and touchpoints, with clear objectives and measurable outcomes and define KPIs for each initiative and own performance tracking across the customer journey, ensuring improvements are measurable and tied to business outcomes

Qualifications:

• 5 to 10 years of experience in related fields: customer experience design, CX strategy, service design, product design or UX design, UX research or design research, consulting, transformation, or innovation

• Solid grounding in design thinking, customer insights, and innovation as core practice, not just methodology awareness

• Strong command of journey mapping and service blueprinting not just as tools, but as instruments for driving change

• Demonstrated ability to conduct or commission discovery activities and translate findings into actionable design decisions

• Strong analytical thinking able to evaluate options against customer value and business impact

• Working knowledge of agile ways of working and how to apply them in cross-functional CX initiatives

• Experience in retail, FMCG, hospitality, healthcare, or consumer services is an advantage. Exposure to Six Sigma or other process improvement methodologies is a plus