Customer Experience Manager- Experience Design

The Customer Experience Manager- Experience Design leads the design and strategy of customer experiences across different banners (Robinsons Supermarket, The Marketplace, Shopwise, Robinsons Easymart and Uncle John's). This role is responsible for having in-depth customer understanding, mapping journeys, identifying gaps, redesigning processes, and crafting enhancements that deliver measurable value for customers and the business.

Duties and Responsibilities:

Customer Insights and Research

• Lead customer research and analyze insights to identify customer needs, pain points, and opportunities that drive customer experience improvements.

Journey Design and Process Transformation

• Design and improve end-to-end customer journeys and processes by identifying experience gaps, developing solutions, and implementing customer-centric standards.

Cross-Functional Collaboration

• Partner with cross-functional teams to drive customer experience initiatives, align stakeholders, and ensure decisions are guided by customer insights.

Strategy and Performance

• Develop and lead customer experience strategies, establish performance metrics, and continuously monitor and improve initiatives to achieve business and customer outcomes.

Qualifications:

• Bachelor's degree in Business, Marketing, Industrial Engineering, Psychology, Design, or a related field.

• At least 5–10 years of relevant experience in Customer Experience (CX), Service Design, CX Strategy, Product/UX Design, UX Research, Consulting, Transformation, or Innovation.

• Strong knowledge of design thinking, customer insights, and innovation principles. With experience in customer journey mapping, service blueprinting, and experience design.

• Experience working in cross-functional and agile environments to deliver customer experience initiatives.

• Experience in retail, FMCG, hospitality, healthcare, or consumer services is an advantage.

• Knowledge of Six Sigma or other process improvement methodologies is a plus.