CXUX Design Research & Program Manager

Job description

Summary: The CXUX Design Research Program Manager is responsible for developing, managing, and evolving MAPFRE's Customer Experience & User Experience (CX/UX) Design Research program. This role ensures alignment with enterprise CX strategy while advancing insight management, journey management, and customer methodology adoption. Responsibilities: Qualifications: - Research & Design Strategy: Develop and manage the CX Design Research (CXDR) program, aligning research roadmaps with business KPIs and ensure user insights are incorporated into journey design and strategy. - Quality & Best Practices: Define and maintain CXDR vision, methodologies, outcomes, and service standards. Coach and reinforce research best practices, methodologies, and internal guidelines across front-facing teams in the organization. - Impact Reporting: Track and report on the impact of research, ensuring findings drive actionable product improvements. Work with VOC manager to develop, optimize, and leverage the enterprise Insight Database to centralize customer insights. - Journey Management Strategy: Lead journey metrics, taxonomy development, and visualization practices with front-facing business teams across...