CX Manager (Service Designer)

• Experience & Service Design

  • Own and deliver end-to-end guest journeys across digital, physical, and assisted service touchpoints.
  • Lead current-state and future-state experience design activities.
  • Facilitate discovery workshops with business stakeholders, operations teams, and technology partners.
  • Define experience intent, moments that matter, and guest outcomes.
  • Produce:
  • Customer Journey Maps
  • Service Blueprints (frontstage and backstage)
  • Ecosystem Maps
  • Stakeholder Maps
  • Opportunity Assessments
  • Future-State Service Concepts

  Operational Service Design

  • Translate experience concepts into operationally viable service models.
  • Define:
  • Frontstage and backstage processes
  • Roles and responsibilities
  • Service interactions
  • Handoffs and escalation paths
  • Supporting systems and technology requirements
  • Identify operational gaps, pain points, risks, and dependencies.
  • Partner with Operations teams to validate feasibility and operational readiness.

  Digital Experience & Product Definition

  • Work closely with Product Managers, Business Analysts, UX/UI Designers, and Digital/Technology teams.
  • Document high-level business, guest experience, and service requirements.
  • Translate journey and service design outputs into:
  • User stories
  • Experience requirements
  • Functional concepts
  • MVP definitions
  • Pilot recommendations
  • Ensure digital solutions align with intended guest and operational outcomes.

  Service Standards & Governance

  • Support the development and maintenance of experience standards, design principles, and service frameworks.
  • Define "what good looks like" across priority guest journeys.
  • Create service design playbooks, templates, and operating guidelines.
  • Support design assurance and governance reviews for major journey initiatives.

  Operationalisation & Change Readiness

  • Translate service design outputs into actionable requirements for Operations, Digital, Technology, and Training teams, ensuring experiences can be operationalised at scale.
  • Support pilot delivery, implementation planning, and operational readiness activities.
  • Work with business stakeholders to ensure new experiences are adopted effectively and sustainably.

  Executive Communication & Storytelling

  • Develop executive-level materials including:
  • Experience narratives
  • Journey visualisations
  • Service blueprints
  • Options papers
  • Decision packs
  • Present complex experience concepts in a manner that is:
  • Visually clear
  • Outcome-focused
  • Actionable for senior stakeholders
  • Clearly articulate the "why", "what", and "so what" of experience initiatives.

  Key Deliverables

  • Customer Journey Maps
  • Service Blueprints
  • Experience Requirements Documents
  • Operating Models
  • Service Standards and Design Playbooks
  • Process and Interaction Models
  • Opportunity Assessments
  • Pilot Concepts and Business Cases
  • Executive Storytelling Decks
  • Design Assurance Reviews
  • Future-State Experience Concepts

Desired Candidate Profile

• Experience designing journeys that span physical, digital, and assisted service channels.
• Strong experience in:
• Service Design
• Customer Experience (CX)
• Design Thinking
• Human-Centred Design