Manager, CX Design

Job Description

About the Role
The CX Design Manager leads the design and execution of high-impact solutions that enhance our customer experience across all touchpoints.

Sitting within the Customer Experience Department, the CX Design team transforms friction into fluidity — optimizing process flows, building automations, and creating dashboards using tools like ChatGPT, Gemini, DeepSeek, and custom scripting.

This role is both strategic and hands-on: You’ll identify improvement opportunities, design solutions, manage implementation, and lead the team with technical depth and purpose. The success of this role is measured through reduction in support ticket volume, faster resolution time, and improved CSAT (Customer Satisfaction Score).

Key Responsibilities

• Identify process inefficiencies and CX pain points — 80% within Customer Experience, 20% across other business units.
• Use data, feedback, and observation to inform problem statements and opportunities.
• Design and propose scalable, tech-enabled solutions — from quick fixes to full automation and dashboarding.
• Gather requirements, build prototypes, and implement user-friendly solutions with clear documentation.
• Prioritize initiatives based on business impact and lead projects from planning to delivery.
• Manage task allocation and team timelines to ensure timely and high-quality delivery.
• Upskill team members with emerging tools, frameworks, and technical know-how.
• Collaborate with internal teams to ensure smooth adoption of new solutions.
• Continuously collect feedback and iterate for ongoing improvements.

Skills & Tools You’ll Need

To thrive in this role, you’ll need to be both creative and technical — someone who can diagnose problems, script smart solutions, and communicate clearly.

Required Technical Skills:

• GoogleSQL
• JavaScript
• HTML & CSS
• Python
• API integrations
• Google Sheets Formulas

Nice-to-Haves:

• Experience with AI tools like ChatGPT, Gemini, DeepSeek
• Dashboarding tools (e.g., Data Studio, Looker)
• Familiarity with Service Desk platforms like Zendesk, Hubspot, Yellow.ai
• Great interpersonal skills

What Success Looks Like

• Measurable reduction in customer service ticket volume
• Shortened resolution time for support tasks
• High CSAT score and internal stakeholder satisfaction
• Visible uplift in process clarity and team productivity