Customer Experience (CX) Design

Although similar in many ways to User Experience (UX) roles, Customer Experience (CX) work is different. It focuses on shaping the full arc of customer interactions with an organisation, and takes in both digital and physical touchpoints. Sectors and organisations undergoing digital transformation are most likely to be hiring for these kinds of roles, with a focus on retail, financial services and telecoms businesses.

It sits at a more broader level than UX and often requires knowledge of service design, journey mapping across channels and the alignment of internal processes with external customer outcomes. It needs a candidate who understands qualitative insight and day-to-day operational reality, and good candidates don’t tend to sit within a single product or technology team. Instead, they are comfortable working across business functions and having a wider view of the organisation and its processes.

At the highest levels, organisations that have made customer experience a boardroom priority will hire CX Director and Chief Experience Officer positions.

CX roles generally involve elements of service design, and candidates should be able to map current and future-state journeys as well as facilitate workshops with stakeholders. Understanding how an organisation’s strategic intent will make practical changes to how services are delivered is crucial. Many roles in this area will require familiarity with tools such as Miro, Smaply or other journey mapping platforms.

At the most senior level, CX roles involve directing customer strategy and using data and research to identify friction points at scale. This will ultimately influence organisational design.