Experience Design Manager- CX

RSM US LLP•Tampa, FL

8d•$88,400 - $150,700

About The Position

The Experience Design Manager is responsible for designing, operationalizing, and continuously improving differentiated client experiences aligned to enterprise CX strategy. This role translates client insights, behavioral signals, and business priorities into scalable service models, journey designs, and standards of care. Partnering cross-functionally, the Experience Design Manager ensures experiences are intentional, consistent, and measurable—enhancing client satisfaction, loyalty, and growth. The role plays a critical part in evolving from relationship-based delivery to a more structured, proactive, and insight-driven experience model.

Requirements

Bachelor’s degree required
Strong experience in service design, journey mapping, and experience frameworks
Ability to translate insights into practical, scalable solutions
Data-driven mindset with ability to synthesize qualitative and quantitative inputs
Strong facilitation and stakeholder engagement skills
Excellent communication and storytelling skills for executive audiences
5–8+ years in Customer Experience, Service Design, Product Design, or related field
Proven experience designing and implementing end-to-end experiences or service models
Experience working in cross-functional, matrixed environments
Ability to influence without authority across functions and levels
Strong collaboration and partnership mindset
Bias toward action with ability to move from concept to execution
Strategic thinking with strong attention to detail

Nice To Haves

Master’s degree preferred (Business, Marketing, Design, CX, or related field)
Certifications in Human-Centered Design, Service Design, or CX (preferred)
CXPA (preferred)
Familiarity with CX platforms (e.g., Qualtrics, Medallia)
Knowledge of design thinking methodologies
Experience integrating CX into digital platforms and product design
Experience in professional services or B2B environments
Experience supporting tiered service models
Exposure to CX transformation or large-scale change initiatives
Experience leading design workshops or cross-functional initiatives
Ability to coach teams on experience design principles and practices

Responsibilities

Design end-to-end client journeys and service delivery models aligned to segmentation ensuring clear differentiation in experience and value
Translate client insights (VoC, operational data, behavioral signals) into actionable experience improvements, service standards, and prioritized initiatives.
Partner with Client Service, Digital, Operations, LoBs, and Insights teams to embed experience design into processes, platforms (e.g., myRSM), and ways of working.
Define and document standards of care, experience principles, and playbooks to enable consistent execution across Lines of Business.
Facilitate workshops and design sessions (e.g., service design sprints) to co-create solutions with cross-functional stakeholders.
Monitor performance of designed experiences using CX metrics (e.g., NPS, CSAT, retention indicators) and iterate based on results.
Other duties as assigned