Customer Experience Design Manager

Purpose of the role

The Customer Experience Design Manager is responsible for defining, designing, and continuously evolving the end-to-end customer experience across all journey stages. 
The role owns customer journey architecture, experience principles, and target-state design, ensuring consistency, scalability, and alignment with business priorities across both regular and disruption journeys. 

The role is a key driver of the Customer Compass initiative, ensuring customer satisfaction insights (CSAT, NPS, sentiment) are translated into concrete experience improvements and long-term customer experience strategy. 

Responsibilities

1. Customer Journey Design & Architecture 

• Owns and maintains end-to-end customer journey maps across all key journeys (pre-trip, day-of-travel, disruption, post-trip) supported by Customer Experience Team Manager.  
• Defines target-state journeys, experience principles, and service standards. 
• Ensures consistency and seamless flow across digital and physical touchpoints. 

2. Experience Strategy & Standards 

• Actively contributes to definition of CX frameworks, journey blueprints, and experience design guidelines for enterprise-wide adoption. 
• Establishes experience standards balancing customer needs, operational feasibility, cost efficiency, and scalability. 
• Contributes to corporate CX goals and success metrics in collaboration with CX performance and delivery owners. 

3. Customer Compass & CSAT Leadership 

• Acts as business owner of the Customer Compass initiative, ensuring it serves as the single source of truth for customer experience insights. 
• Monitors and interprets CSAT, NPS, and customer sentiment trends across journeys. 
• Identifies structural experience gaps, root causes, and recurring pain points. 
• Translates Customer Compass insights into journey redesigns, experience principles, and strategic CX recommendations. 
• Leads cross-functional workshops and discussions to ensure insights result in tangible experience improvements. 
• Supports leadership and governance forums with clear, insight-driven CX narratives and recommendations. 

4. Disruption & Non-Disruption Journey Design 

• Designs customer-centric experiences for both operational disruption (delays, cancellations, schedule changes) and regular journeys. 
• Ensures disruption journeys are aligned with overall experience principles and do not exist as isolated solutions. 
• Defines experience concepts for customer communication, care, and recovery (design ownership, not execution). 

5. Cross-functional Design Leadership 

• Leads cross-functional journey design initiatives involving Digital, Operations, Product, Airport, and Onboard teams. 
• Facilitates journey mapping sessions, design workshops, and experience reviews. 
• Acts as the CX design authority, ensuring consistency across initiatives and projects. 

6. Customer Insights, Benchmarking & Continuous Improvement 

• Partners closely with Customer Insights and Research teams to embed customer feedback into experience design. 
• Benchmarks airline and cross-industry best practices to identify innovation opportunities. 
• Continuously reviews and evolves journey designs in line with changing customer expectations and business strategy. 

Experience

• 3–5+ years of overall working experience with at least 2+ years of experience in Customer Experience, Service Design, Journey Design, or related roles 
• Proven experience in customer journey mapping and service design methodologies 
• Experience in aviation or complex service industries is a strong advantage 

Hard skills

• Strong journey mapping and experience design expertise 
• Excellent stakeholder management and facilitation skills 
• Strategic, customer-centric mindset with structured thinking 
• Ability to translate insights into clear, actionable experience designs 
• MS Office Suite: Proficiency in Excel, Word, PowerPoint, and other Office tools  

Education

Bachelor’s or Master’s degree in Business, Economics, Analytics, or related field 

Language

Fluent in English (both written and spoken) 

Skills and competencies

• Strong team collaboration skills 
• Self-motivated and proactive, willing to take initiative and shoulder responsibility 
• Result-oriented, dependable, and consistent 
• Above-average written and verbal communication skills 
• Proactive, flexible, self-driven, and comfortable working in a dynamic environment 
• Strong communicator with the ability to influence without direct authority 
• Resilient, adaptable, and outcome-oriented 
• Passionate about customer experience and continuous improvement