CX Journey & Service Design Professional

We are seeking a CX Journey & Service Design Professional, that will be responsible for leading the design, transformation and continuous improvement of end-to-end customer journeys across the organisation. As the lead for the “Act” pillar of the Customer Experience operating model, the role translates customer insights into tangible improvements that deliver meaningful outcomes for customers and the business.

Working closely with business, operations and technology teams, the role drives customer-centric transformation by designing future-state experiences, embedding service design practices and ensuring successful implementation of priority CX initiatives.

Responsibilities

Customer Journey & Service Design

• Lead the design and optimization of end-to-end customer journeys across products, services, and segments.
• Identify pain points and opportunities using customer insights and data.
• Develop journey maps and service blueprints to create seamless customer experiences.
• Align customer journeys with internal processes and the target operating model.

CX Transformation & Delivery

• Translate insights into initiatives that improve customer and business outcomes.
• Lead priority CX improvements from design through implementation.
• Coordinate cross-functional teams to ensure successful delivery and adoption.

Stakeholder Engagement & Governance

• Partner with business, operations, and technology teams to embed customer-centric thinking.
• Facilitate workshops and co-creation sessions with key stakeholders.
• Promote customer journey management and service design best practices across the organization.
• Support CX frameworks, governance, and capability building.

Performance & Continuous Improvement

• Define and monitor journey-level KPIs and experience metrics.
• Measure the impact of initiatives and identify opportunities for ongoing improvement.
• Use customer feedback and performance data to drive better experiences and business results.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Economics, or a related field; Master’s degree will be considered an asset.
• At least 5 years of experience in Customer Experience, Service Design, Customer Journey Management, UX Design, Process Improvement or a related field.
• Proven expertise in customer journey mapping, service design, and human-centered design and design thinking methodologies.
• Familiar with CX management platforms (e.g., Medallia, Qualtrics), as well as CRM systems and survey automation tools.
• Strong communication and stakeholder management skills.
• Ability to translate customer insights into actionable business and operational improvements.
• Curious, analytical, and proactive, with the ability to balance strategic vision with hands-on execution.