The Experience Design Manager is responsible for designing, operationalizing, and continuously improving differentiated client experiences aligned to enterprise CX strategy. This role translates client insights, behavioral signals, and business priorities into scalable service models, journey designs, and standards of care. Partnering cross-functionally, the Experience Design Manager ensures experiences are intentional, consistent, and measurable-enhancing client satisfaction, loyalty, and growth. The role plays a critical part in evolving from relationship-based delivery to a more structured, proactive, and insight-driven experience model.
Essential Duties:
- Design end-to-end client journeys and service delivery models aligned to segmentation ensuring clear differentiation in experience and value
- Translate client insights (VoC, operational data, behavioral signals) into actionable experience improvements, service standards, and prioritized initiatives.
- Partner with Client Service, Digital, Operations, LoBs, and Insights teams to embed experience design into processes, platforms (e.g., myRSM), and ways of working.
- Define and document standards of care, experience principles, and playbooks to enable consistent execution across Lines of Business.
- Facilitate workshops and design sessions (e.g., service design sprints) to co-create solutions with cross-functional stakeholders.
- Monitor performance of designed experiences using CX metrics (e.g., NPS, CSAT, retention indicators) and iterate based on results.
- Other duties as assigned
Minimum Qualifications:
EDUCATION/CERTIFICATIONS- Bachelor's degree required; Master's degree preferred (Business, Marketing, Design, CX, or related field)
- Certifications in Human-Centered Design, Service Design, or CX (preferred)
- CXPA (preferred)
TECHNICAL/SOFT SKILLSRequired:- Strong experience in service design, journey mapping, and experience frameworks
- Ability to translate insights into practical, scalable solutions
- Data-driven mindset with ability to synthesize qualitative and quantitative inputs
- Strong facilitation and stakeholder engagement skills
- Excellent communication and storytelling skills for executive audiences
Preferred:- Familiarity with CX platforms (e.g., Qualtrics, Medallia)
- Knowledge of design thinking methodologies
- Experience integrating CX into digital platforms and product design
EXPERIENCERequired:- 5-8+ years in Customer Experience, Service Design, Product Design, or related field
- Proven experience designing and implementing end-to-end experiences or service models
- Experience working in cross-functional, matrixed environments
Preferred:- Experience in professional services or B2B environments
- Experience supporting tiered service models
- Exposure to CX transformation or large-scale change initiatives
LEADERSHIP SKILLSRequired:- Ability to influence without authority across functions and levels
- Strong collaboration and partnership mindset
- Bias toward action with ability to move from concept to execution
- Strategic thinking with strong attention to detail
Preferred:- Experience leading design workshops or cross-functional initiatives
- Ability to coach teams on experience design principles and practices
At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life's demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits.
Compensation Range: $88,400 - $150,700
Individuals selected for this role will be eligible for a discretionary bonus based on firm and individual performance.
