Manager, Customer Journey Design

About the role

The Manager, Customer Journey Design owns the design of Cellcard's end-to-end customer journeys across digital, assisted and partner channels for consumer and enterprise customers. The role turns customer insight, QA findings and business requirements into journey maps, service blueprints and controlled processes that are simple for customers and executable by frontline teams. It is measured on whether redesigned journeys reduce customer effort, raise first-time-right and cut repeat contact.

Key responsibilities

• Own current- and future-state journey maps for priority consumer and enterprise journeys across the app, web, bot, live chat, contact centre, retail stores, resellers and partners.
• Build service blueprints connecting customer actions to frontline steps, systems and back-office processes, and design channel handoffs so customers never repeat information.
• Convert approved designs into customer-facing SOPs, process flows, work instructions and communications, with triggers, decision points, owners, turnaround times and escalation paths, working with Business Process Engineering.
• Use NPS, OVSAT, CSAT, CES, complaints, QA findings, churn and operational data to find pain points and maintain a journey improvement roadmap.
• Assess the customer impact of new products, campaigns and system changes, define scenarios and acceptance criteria, and hand designs to Customer Journey QA for independent validation.
• Coordinate frontline readiness with Operations and CX Learning & Capability, track actions to named owners and review results against baseline after launch.
• Own the standards and templates for journey mapping, blueprinting and SOP writing, and embed Risk, Legal, Compliance and regulatory requirements.
• Lead and coach the Customer Journey Design team and report to the Head, CX Operational Excellence and the Chief Experience Officer.

Required profile

• Bachelor's degree in Business Administration, Industrial Engineering, Service Design, Operations Management, Information Technology or a related discipline.
• At least 7 years of experience in customer experience, journey or service design, business analysis, process improvement or operations, including at least 3 years leading a team or cross-functional programs.
• Telecommunications experience strongly preferred; experience in banking, fintech or another high-volume service environment considered.
• Demonstrable portfolio of implemented journey maps, service blueprints and SOPs with measured results.
• Experience designing both consumer and enterprise (B2B) journeys is an advantage.
• Lean Six Sigma Green Belt or higher, service design or design thinking, or IIBA/CBAP certification is an advantage.
• Fluent English; Khmer proficiency strongly preferred for frontline SOPs and communications.

Required skills

• Journey mapping, service blueprinting and moments-of-truth analysis.
• Process modelling (BPMN or equivalent), SOP writing and document control.
• Root-cause analysis and Lean process improvement.
• NPS, CSAT, CES, FCR and journey completion metrics.
• Design-thinking workshops with senior stakeholders.
• Working knowledge of Agile, user stories, acceptance criteria and UAT.
• Microsoft Office and diagramming tools such as Visio, Lucidchart, Miro or Figma.