Manager, CX Design

ROLE OVERVIEW

The Manager of CX Design establishes and leads a dedicated innovation function that turns business opportunities, behavioral insights, and emerging technology into measurable business improvements. Reporting to the Senior Manager, Sales Excellence, this role owns the end-to-end innovation lifecycle-from opportunity identification and prioritization through solution design, pilot execution, validation, and enterprise-scale implementation. The position connects strategy, frontline experience, analytics, and execution;

builds a continuous pipeline of high-value initiatives; accelerates responsible AI and automation adoption; and ensures transformation efforts improve customer, employee, and financial outcomes while delivering sustainable return on investment.

• Establish and manage a disciplined innovation pipeline aligned with enterprise and CSC strategic priorities.
• Source opportunities through performance data, customer and employee feedback, journey analysis, operational observations, process friction, and emerging technology.
• Create a consistent intake and prioritization framework that evaluates potential value, strategic alignment, feasibility, effort, risk, and readiness for adoption.
• Translate ambiguous business challenges into clear problem statements, hypotheses, solution concepts, and recommended next steps.
• Partner with the Senior Manager, Sales Excellence and business leaders to sequence initiatives, secure sponsorship, and maintain focus on the highest-value opportunities.

• Design pilots and experiments with clearly defined scope, target population, baseline, success criteria, timelines, owners, controls, risks, and decision points.
• Coordinate solution development and pilot execution across business, analytics, technology, operations, and frontline teams.
• Apply rapid test-and-learn methods to validate assumptions, gather evidence, and make timely scale, revise, or stop decisions.
• Maintain pilot governance and documentation, including charters, project plans, findings, recommendations, and lessons learned.
• Ensure pilots account for customer impact, employee experience, privacy, information security, legal, compliance, and operational sustainability requirements.

• Observe and analyze customer and employee behaviors, workflows, and decision points to identify root causes, barriers, and improvement opportunities.
• Map customer and employee journeys and translate behavioral insights into practical interventions, including workflow changes, prompts, tools, communications, scripts, coaching, and reinforcement.
• Partner with Analytics and Data Operations to establish baselines, define leading and lagging indicators, and evaluate causal impact wherever practical.
• Measure improvements across customer, employee, operational, and financial KPIs and convert findings into clear business recommendations.
• Build feedback loops that support continuous learning and refinement after implementation.

• Identify and prioritize AI, automation, and digital use cases that reduce effort, improve quality, increase productivity, personalize experiences, or accelerate revenue growth.
• Partner with Technology, Data Operations, Information Security, Legal, and business leaders to evaluate feasibility, controls, integration requirements, and implementation readiness.
• Define responsible-use expectations, human oversight, process controls, training, and measurement plans for new capabilities.
• Monitor adoption, usage, performance, and user feedback; address barriers and refine solutions to improve realized value.
• Maintain awareness of relevant emerging capabilities and translate them into practical, business-focused opportunities.

• Develop enterprise-ready scale plans that include operating processes, ownership, standard work, training, communications, support, governance, and KPI measurement.
• Build implementation roadmaps that clarify dependencies, resource needs, decision rights, risks, and transition responsibilities.
• Partner with Sales Enablement/CX, Customer Service, Sales, Data Operations, Technology, Finance, HR, Marketing, Digital, Retail, and other functions to execute sustainable change.
• Track adoption, benefits realization, and ROI after launch, escalating gaps and coordinating corrective action when results do not meet…