Beneficiary Manager

We are seeking a Beneficiary Experience Manager to lead the design, measurement, and continuous improvement of end-to-end beneficiary journeys. The role focuses on ensuring services, programs, and interactions are designed around beneficiary needs, expectations, and outcomes, while aligning with organizational strategy and public value objectives.

• Design and manage end-to-end beneficiary journeys across programs, channels, and touchpoints.
• Develop and implement beneficiary experience frameworks, standards, and KPIs.
• Lead voice-of-beneficiary programs, including feedback collection, analysis, and action planning.
• Identify pain points and improvement opportunities using data, insights, and service design tools.
• Collaborate with policy, operations, digital, and delivery teams to improve service effectiveness.
• Ensure beneficiary-centric principles are embedded into program design and delivery.
• Monitor experience performance and report insights to senior leadership.
• Support change management initiatives related to beneficiary-centric transformation.

• 8–12+ years of experience in customer/beneficiary experience, service design, program management, or related fields.
• Proven experience managing experience improvement initiatives in government, semi-government, or social-impact organizations
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• Strong expertise in journey mapping, service design, and experience measurement (e.g., CSAT, NPS, CES).
• Demonstrated ability to translate insights into practical improvements and policy recommendations.
• Strong stakeholder engagement and cross-functional collaboration skills.
• Excellent communication, facilitation, and presentation capabilities.

• Bachelor’s or Master’s degree in Business Administration, Public Policy, Social Sciences, Service Design, or related fields
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• Certifications in Customer Experience (CX), Service Design, or Change Management are an advantage.
• Experience working with vulnerable or diverse beneficiary segments is a plus.

• Familiarity with beneficiary feedback platforms, CRM systems, and data visualization tools.
• Strong analytical mindset with the ability to interpret qualitative and quantitative insights.
• Knowledge of digital service delivery and omnichannel experience design.