Manager - CX Design & Strategy

Role Overview:

As a Manager of CX Design & Strategy, you will sit at the intersection of human-centric design, data-driven insights, and emerging technology to redefine how our customers interact with our brand. Your day-to-day involves mapping complex user journeys, synthesizing behavioral data, and architecting AI-enabled solutions that proactively solve customer pain points. You will collaborate closely with cross-functional product, engineering, and marketing teams to translate abstract business goals into seamless, high-impact digital experiences. By championing a design-led approach to strategy, you will directly influence customer retention, lifetime value, and the overall competitive positioning of our products in the Bangalore market.

Key Responsibilities:

• Design and implement end-to-end customer journey maps to identify friction points and opportunities for experience optimization across all digital touchpoints.
• Lead the integration of AI-driven personalization strategies to deliver hyper-relevant content and support experiences that drive higher engagement.
• Analyze large-scale customer datasets to derive actionable insights, ensuring that design decisions are backed by empirical evidence rather than intuition.
• Partner with product managers and engineering leads to prioritize features that balance technical feasibility with user desirability and business viability.
• Establish and maintain a robust CX measurement framework, utilizing KPIs such as NPS, CSAT, and churn rate to track the success of design interventions.
• Mentor junior design team members and evangelize a customer-first culture across the organization to ensure consistency in brand voice and service delivery.

Required Skillset:

• Demonstrated expertise in translating complex customer analytics into intuitive design solutions that simplify user workflows and improve conversion metrics.
• Proven ability to formulate and execute AI strategy within a product context, specifically focusing on leveraging machine learning to automate or enhance customer support and engagement.
• Exceptional stakeholder management skills, with the ability to articulate complex design strategies to non-technical leadership and influence cross-functional roadmaps.
• Strong proficiency in design thinking methodologies, prototyping tools, and data visualization platforms to communicate design intent and performance metrics effectively.
• A Master's degree in Design, Business Administration, or a related field from a premier institute is highly preferred, reflecting a strong analytical and creative foundation.
• High degree of adaptability to a fast-paced, hybrid work environment in Bangalore, demonstrating the ability to lead collaborative workshops and strategy sessions both in-person and virtually.
• 3 - 7 years of professional experience in customer experience design, strategy consulting, or product management, with a track record of delivering measurable business outcomes.