Customer Experience Manager- Experience Design

Robinsons Supermarket Corporation; Philippines; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

Robinsons Supermarket Corporation is seeking a Customer Experience Manager - Experience Design to lead the strategy and design of customer experiences across banners. You will map journeys, identify gaps, redesign processes, and craft enhancements that deliver measurable value for customers and the business.

You will drive insights, research, and cross-functional collaboration in a dynamic retail environment, focusing on CX transformation and performance measurement to achieve strong customer

Qualifications

• Bachelor's degree in Business, Marketing, Industrial Engineering, Psychology, Design, or a related field.
• 5–10 years of relevant experience in Customer Experience (CX), Service Design, CX Strategy, Product/UX Design, UX Research, Consulting, Transformation, or Innovation.
• Strong knowledge of design thinking, customer insights, and innovation principles. With experience in customer journey mapping, service blueprinting, and experience design.
• Experience working in cross-functional and agile environments to deliver customer experience initiatives.
• Experience in retail, FMCG, hospitality, healthcare, or consumer services is an advantage.
• Knowledge of Six Sigma or other process improvement methodologies is a plus.

Responsibilities

• Lead customer research and analyze insights to identify customer needs, pain points, and opportunities that drive customer experience improvements.
• Design and improve end-to-end customer journeys and processes by identifying experience gaps, developing solutions, and implementing customer-centric standards.
• Partner with cross-functional teams to drive customer experience initiatives, align stakeholders, and ensure decisions are guided by customer insights.
• Develop and lead customer experience strategies, establish performance metrics, and continuously monitor and improve initiatives to achieve business and customer outcomes.

Skills

Design thinking

Customer insights

Experience design

UX research

Cross-functional collaboration

Agile

Innovation

Education

Bachelor's degree in Business, Marketing, Industrial Engineering, Psychology, Design, or related field

Tools

Service blueprinting

Six Sigma

Customer journey mapping

Job description

The Customer Experience Manager- Experience Design leads the design and strategy of customer experiences across different banners (Robinsons Supermarket, The Marketplace, Shopwise, Robinsons Easymart and Uncle John's). This role is responsible for having in-depth customer understanding, mapping journeys, identifying gaps, redesigning processes, and crafting enhancements that deliver measurable value for customers and the business.

Duties and Responsibilities:

Customer Insights and Research

• Lead customer research and analyze insights to identify customer needs, pain points, and opportunities that drive customer experience improvements.

Journey Design and Process Transformation

• Design and improve end-to-end customer journeys and processes by identifying experience gaps, developing solutions, and implementing customer-centric standards.

Cross-Functional Collaboration

• Partner with cross-functional teams to drive customer experience initiatives, align stakeholders, and ensure decisions are guided by customer insights.

Strategy and Performance

• Develop and lead customer experience strategies, establish performance metrics, and continuously monitor and improve initiatives to achieve business and customer outcomes.

Qualifications:

• Bachelor's degree in Business, Marketing, Industrial Engineering, Psychology, Design, or a related field.

• At least 5–10 years of relevant experience in Customer Experience (CX), Service Design, CX Strategy, Product/UX Design, UX Research, Consulting, Transformation, or Innovation.

• Strong knowledge of design thinking, customer insights, and innovation principles. With experience in customer journey mapping, service blueprinting, and experience design.

• Experience working in cross-functional and agile environments to deliver customer experience initiatives.

• Experience in retail, FMCG, hospitality, healthcare, or consumer services is an advantage.

• Knowledge of Six Sigma or other process improvement methodologies is a plus.