Job Summary

Customer Experience Manager - DEX | L3

Key Responsibilities

Job Title Customer Experience Manager - DEX | L3 Job Category Customer Experience / Service Excellence Department / Group Digital Workplace / Digital Employee Experience Location As per business requirement Experience Approximately 10 years overall, including at least 8 years in DWP/DEX-related roles Job Code / Req. # To be assigned The Customer Experience Manager - DEX (L3) leads customer-focused Digital Employee Experience programs across enterprise Digital Workplace environments. The role requires an experienced customer service and program management professional who combines strong business insight, customer empathy, analytical thinking and stakeholder engagement capabilities. The successful candidate will onboard client teams to the DEX program, establish the current experience baseline, identify improvement opportunities, and coordinate people, process and technology initiatives that deliver measurable improvements in employee experience. Success comes from understanding customers’ everyday challenges and translating them into practical solutions that remove obstacles, simplify interactions, automate repetitive activities and improve the overall workplace experience. Key Responsibilities DEX Program Onboarding and Assessment • Onboard client and internal teams to the DEX program through structured Customer Learning Sessions, discovery workshops, DEX maturity assessments and Voice of the Customer analysis. • Understand the client’s business environment, workforce personas, service landscape, workplace technology, operational challenges and experience priorities. • Establish current-state DEX baselines using experience indicators, operational data, customer feedback, sentiment and service performance metrics. • Define engagement plans, governance cadence, stakeholder responsibilities, success criteria and measurable program outcomes. Customer Research and Experience Design • Design, conduct and evaluate studies to identify customer interactions, workplace journeys and service touchpoints requiring improvement. • Gather and document business, customer, functional and experience requirements. • Develop personas, empathy maps, journey maps, service blueprints and related experience-design artefacts. • Facilitate structured problem-solving sessions involving customer stakeholders, service owners, technical teams and operational teams. • Design innovative customer interactions and touchpoints that simplify service consumption and differentiate the employee experience. Program and Initiative Management • Develop and manage DEX roadmaps, improvement backlogs, delivery plans, dependencies, risks, milestones and benefits. • Prioritise and coordinate people, process and technology initiatives that improve the customer experience end-to-end. • Support digital tool implementations and operational process changes, with delivery plans focused on accelerating adoption, usage and value realisation. • Coordinate with Digital Workplace, Service Desk, ITSM, engineering, automation, application, network, security and business teams to deliver agreed outcomes. • Monitor delivery progress and proactively resolve risks, dependencies and stakeholder concerns. Data, Insights and Value Realisation • Analyse experience telemetry, service management data, customer feedback, user sentiment and operational metrics to identify improvement opportunities. • Translate data into clear insights, prioritised actions and compelling customer experience narratives. • Define relevant DEX KPIs and success measures, including employee sentiment, experience scores, adoption, incident reduction, service effectiveness and productivity improvement. • Quantify and clearly articulate the business and customer value delivered through DEX initiatives. • Develop dashboards, executive reports, case studies and value-realisation updates for client and internal stakeholders. Stakeholder Engagement and Communication • Build trusted relationships with client stakeholders, servi

Skill Requirements

Job Title Customer Experience Manager - DEX | L3 Job Category Customer Experience / Service Excellence Department / Group Digital Workplace / Digital Employee Experience Location As per business requirement Experience Approximately 10 years overall, including at least 8 years in DWP/DEX-related roles Job Code / Req. # To be assigned The Customer Experience Manager - DEX (L3) leads customer-focused Digital Employee Experience programs across enterprise Digital Workplace environments. The role requires an experienced customer service and program management professional who combines strong business insight, customer empathy, analytical thinking and stakeholder engagement capabilities. The successful candidate will onboard client teams to the DEX program, establish the current experience baseline, identify improvement opportunities, and coordinate people, process and technology initiatives that deliver measurable improvements in employee experience. Success comes from understanding customers’ everyday challenges and translating them into practical solutions that remove obstacles, simplify interactions, automate repetitive activities and improve the overall workplace experience. Key Responsibilities DEX Program Onboarding and Assessment • Onboard client and internal teams to the DEX program through structured Customer Learning Sessions, discovery workshops, DEX maturity assessments and Voice of the Customer analysis. • Understand the client’s business environment, workforce personas, service landscape, workplace technology, operational challenges and experience priorities. • Establish current-state DEX baselines using experience indicators, operational data, customer feedback, sentiment and service performance metrics. • Define engagement plans, governance cadence, stakeholder responsibilities, success criteria and measurable program outcomes. Customer Research and Experience Design • Design, conduct and evaluate studies to identify customer interactions, workplace journeys and service touchpoints requiring improvement. • Gather and document business, customer, functional and experience requirements. • Develop personas, empathy maps, journey maps, service blueprints and related experience-design artefacts. • Facilitate structured problem-solving sessions involving customer stakeholders, service owners, technical teams and operational teams. • Design innovative customer interactions and touchpoints that simplify service consumption and differentiate the employee experience. Program and Initiative Management • Develop and manage DEX roadmaps, improvement backlogs, delivery plans, dependencies, risks, milestones and benefits. • Prioritise and coordinate people, process and technology initiatives that improve the customer experience end-to-end. • Support digital tool implementations and operational process changes, with delivery plans focused on accelerating adoption, usage and value realisation. • Coordinate with Digital Workplace, Service Desk, ITSM, engineering, automation, application, network, security and business teams to deliver agreed outcomes. • Monitor delivery progress and proactively resolve risks, dependencies and stakeholder concerns. Data, Insights and Value Realisation • Analyse experience telemetry, service management data, customer feedback, user sentiment and operational metrics to identify improvement opportunities. • Translate data into clear insights, prioritised actions and compelling customer experience narratives. • Define relevant DEX KPIs and success measures, including employee sentiment, experience scores, adoption, incident reduction, service effectiveness and productivity improvement. • Quantify and clearly articulate the business and customer value delivered through DEX initiatives. • Develop dashboards, executive reports, case studies and value-realisation updates for client and internal stakeholders. Stakeholder Engagement and Communication • Build trusted relationships with client stakeholders, servi

Other Requirements

Required Skills and Capabilities Customer Experience and DEX • Strong understanding of Digital Employee Experience principles, customer-centric design, Voice of the Customer practices and experience measurement. • Experience conducting DEX maturity assessments, customer discovery sessions, interviews, surveys and stakeholder workshops. • Practical knowledge of persona creation, journey mapping, service blueprinting, process mapping and solution-design methodologies. • Ability to convert customer pain points into prioritised and measurable improvement initiatives. • Familiarity with DEX platforms, endpoint analytics, sentiment measurement, experience scoring or workplace observability solutions. Digital Workplace Knowledge • Understanding of enterprise Digital Workplace services, including endpoint management, productivity applications, collaboration platforms, identity, virtual workspace, service desk and workplace support. • Awareness of Microsoft 365, Microsoft Teams, Windows, Intune, Configuration Manager/SCCM, virtual desktop technologies and related workplace services. • Understanding of how device performance, application reliability, connectivity, support processes and user behaviour affect employee experience. • Familiarity with ITSM processes such as incident, problem, change, request, knowledge and continual service improvement. Program Management, Communication and Leadership • Strong strategic planning, delivery management, governance, organisation and follow-through capabilities. • Exceptional problem-solving skills with the ability to work through complex business, service and technical challenges. • Ability to manage multiple priorities, dependencies, stakeholders and workstreams in a fast-paced environment. • Excellent relationship-building, communication, presentation, facilitation and negotiation skills. • Ability to collaborate and influence across organisational boundaries and at different levels of seniority. • Strong storytelling skills, with the ability to create compelling visual presentations, customer use cases and executive updates. • Ability to adapt to changing customer, organisational and business requirements.