Manager- Behavioral Research and UX Design

3 weeks ago

Gurugram, India Worxwide Consulting Full time

About the Role:

We are seeking an experienced and strategic
Manager – Experience Design
to lead the design and delivery of customer experience solutions for our clients. This role requires a blend of
design thinking, user research, digital strategy, and stakeholder management
. You will be responsible for
translating customer insights into actionable journeys, service blueprints, and experience frameworks
that drive measurable business outcomes.

Key Responsibilities:

  1. CX Strategy & Design:

  2. Lead the creation of
    customer journey maps, personas, empathy maps, and service blueprints
    .

  3. Translate business objectives into
    customer-centric strategies and actionable experience roadmaps
    .

  4. Ensure all CX initiatives are aligned with the client's brand and digital transformation goals.

  5. Research & Insights:

  6. Conduct and oversee
    user research, customer interviews, surveys, and workshops
    to uncover pain points and opportunities.

  7. Leverage analytics, VOC (Voice of Customer), and market research to
    prioritize CX initiatives
    .

  8. Solutioning & Innovation:

  9. Drive
    design thinking workshops
    with cross-functional teams to ideate, prototype, and validate CX solutions.

  10. Collaborate with product, marketing, and technology teams to ensure
    seamless omni-channel experiences
    .

  11. Client & Stakeholder Management:

  12. Partner with
    senior client stakeholders
    to present insights, journey redesigns, and CX recommendations.

  13. Act as a
    trusted advisor
    on CX trends, best practices, and measurable business impact.

  14. Team Leadership & Delivery:

  15. Manage a small team of
    CX designers and researchers
    , providing mentorship and quality assurance.

  16. Ensure timely and high-quality
    CX deliverables
    for all consulting engagements.

Key Skills & Competencies:

  • 9-10 Years
    of strong experience in
    Customer Experience, Service Design, or UX Strategy
    .
  • Expertise in
    customer journey mapping, service blueprinting, and design thinking
    methodologies.
  • Hands-on experience with
    CX tools
    (e.g., Miro, Figma, Adobe XD, Qualtrics, Medallia).
  • Solid understanding of
    digital channels, CRM, and omni-channel experiences
    .
  • Excellent
    storytelling, communication, and stakeholder management
    skills.
  • Ability to
    balance creativity with business impact
    .
  • Graduates from IIT, NID, and NIFT are appreciated.

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