Customer Experience Design Manager - REMOTE

Description Are you a Customer Experience expert? Acara Solutions has partnered with our client, an industry-leading provider of Point-Of-Sale and software services, to find you! What you'll Get : 100% remote work6 month contract, possibility to convert Flexible working hours45 / hr DOE and Local Market Rate What they Need : As the Senior Manager, Customer Experience Design you will play a critical role in designing ongoing improvements to the end customer experience.

This role will help shape the way in which we deliver a relevant, intuitive customer experience to meet our customers where they are, remove known sources of pain, and drive business outcomes through a differentiated customer experience.

In this role, you will apply a human-centered design approach to create impactful and reimagined journeys in an integrated way.

You will identify discrete customer experiences that are high pain and ripe for a redesign. You will lead the full design process : research, synthesis, ideation, and design to envision an ideal future state journey that removes known sources of pain and drives business outcomes.

Additionally, you will act as the advocate for the customer as you partner with other functions to define feasible, coordinated solutions.

In partnership with the CX leadership team, identify 2-3 discrete areas of opportunity to remove known, acute customer pain Lead qualitative research and synthesize learnings into actionable insights and tangible artifacts (e.

g. personas, customer journey maps, process maps) Plan and lead ideation workshops with cross-functional partners to define and shape feasible and coordinated solutions Envision and conceptualize new customer journeys and experiences and bring them to life through creative storytelling Identify test / pilot candidates to validate / evaluate new journey designs Work collaboratively with cross-functional departments to guide project execution, reduce obstacles to completion, and ensure initiatives meet committed timelines.

Job Requirements Required Skills / Qualifications : 5+ years of relevant experience in customer experience, digital experience, management consulting, strategic finance, or related strategy positions 2+ years experience in working with state of collaboration and prototyping tools (e.

g., Figma, Miro) Preferred Skills / Qualifications : Experience with a range of experience design capabilities (e.g. qualitative and quantitative research, service design, human centered design, UX design, journey mapping, workshop facilitation) A passion for improving the customer experience, solving problems, and leading collaboration across teams Comfort with and passion for all parts of the design process, from early-stage insights gathering, to strategy definition, concepting, and prototyping Excellent communication, presentation and collaboration skills A highly ambitious and entrepreneurial spirit with the ability to thrive in a dynamic and fast-paced environmen