ROLE OVERVIEWThe 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.
KEY RESPONSIBILITIESInnovation Strategy & Opportunity Pipeline- 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.
Pilot Design, Experimentation & Validation- 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.
Behavioral Insights & Performance Improvement- 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.
AI, Automation & Technology Enablement- 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.
Scaling, Change Adoption & Value Realization- 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 expectations.
- Create reusable playbooks, templates, and standards that increase the speed, quality, and consistency of future innovation efforts.
- Recommend retirement or redesign of low-value pilots, duplicative tools, and legacy processes when evidence supports change.
Cross-functional Leadership & Communication- Lead cross-functional initiative teams and influence stakeholders without direct authority.
- Facilitate discovery sessions, design workshops, pilot reviews, and executive decision forums that move work from concept to execution.
- Communicate progress, risks, decisions, results, and recommendations through concise business cases, roadmaps, dashboards, and executive-ready presentations.
- Build strong partnerships with frontline associates and leaders to ensure solutions address real business needs and are practical to adopt.
- Foster a culture of experimentation, disciplined learning, accountability, and continuous improvement.
Business Impact & Success Measures- Reduce cycle time from opportunity identification to pilot decision and implementation, enabling faster execution of strategic priorities.
- Maintain a healthy, prioritized innovation pipeline with clear ownership, stage gates, and expected value.
- Accelerate responsible adoption and measurable business value from AI, automation, and digital capabilities.
- Increase ROI and benefits realization across transformation initiatives.
- Deliver data-validated improvements in customer experience, employee experience, productivity, revenue, cost, quality, and other financial KPIs.
Additional Responsibilities- Perform other duties and special projects as assigned.
MINIMUM Requirements & Special ATTRIBUTES:- Bachelor's degree in business, innovation, operations, analytics, behavioral science, industrial engineering, information systems, or a related field; an equivalent combination of education and relevant experience will be considered. Advanced degree or relevant certification preferred.
- 5+ years of progressive experience in innovation, transformation, product or program management, process improvement, operations excellence, analytics, consulting, or a related discipline.
- Demonstrated success designing, launching, evaluating, and scaling pilots or new capabilities that produced measurable business results.
- Strong analytical and financial acumen, including experience defining KPIs, building business cases, quantifying benefits, and evaluating ROI.
- Working knowledge of experimentation, process mapping, root-cause analysis, journey mapping, change management, and benefits realization practices.
- Practical experience evaluating or implementing AI, automation, CRM, workflow, analytics, or other digital technologies.
- Strong project and portfolio management skills, with the ability to manage multiple complex, cross-functional initiatives.
- Excellent facilitation, written communication, presentation, and executive storytelling skills.
- Demonstrated ability to influence without direct authority, build stakeholder alignment, and translate ambiguity into structured action.
- Experience in a contact center, retail, e-commerce, customer experience, or other high-volume operating environment preferred.
- Personal experience with musical instruments, the music industry, or a related field preferred, with a passion for serving musicians and creators.
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