CXUX Design Research & Program Manager

MAPFRE • Webster, MA

8d

About The Position

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.

Requirements

• Bachelor’s Degree required.
• 8 or more years experience in UX Research, CX Design, Service Design, or related field required.
• Experience with cross-functional research operations or CX frameworks required.
• Strong qualitative and quantitative research capabilities.
• Expertise in journey mapping, flow visualization, and storytelling.
• Program and research operations management.
• Insight management, taxonomy structuring, and information governance.
• Facilitation, influencing, and cross-functional leadership.
• Awareness of AI and automation opportunities in research workflows.

Responsibilities

• 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 the organization.
• Journey Management Adoption: Work with VOC manager to design, develop, maintain and ensure accessibility for journey management collecting, tracking, and reporting dashboards across operational teams.
• Customer Relationship Management: Promote and maintain customer journey frameworks, databases, and storyboards.
• Drive organization-wide adoption of Customer Methodology. Lead/support CX/UX research for strategic projects, deliver insights, and publish recommendations.
• Deliver CX Research and design on assigned efforts.

Benefits

• Comprehensive Benefits: Enjoy competitive health coverage, retirement plans, paid time off, flexible work options, and lifestyle perks like employee discounts.
• Career Growth: Advance your skills through tuition reimbursement, leadership programs, and internal mobility opportunities. Your development is our priority.
• Social Responsibility: Contribute to meaningful initiatives through Fundación Mapfre, supporting communities and sustainability worldwide.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees